About the Team
Our Technical Support team is dedicated to delivering exceptional customer experiences by solving complex technical challenges and providing visibility into security risks. By bridging the gap between customers and our Engineering teams, we drive product resolutions that protect organizations in an increasingly connected world.
About the Role
As a Technical Support Engineer I, your primary responsibility will be to support customers by utilizing your networking skills to troubleshoot complex issues via email and video conferencing. Specifically, your focus will be to:
- Support customers in successfully setting up and troubleshooting vulnerability scanning infrastructure.
- Create innovative workflows to analyze large log files using regex to identify the root cause of reported issues.
- Collaborate closely with local and global Engineering and Product teams to drive resolutions for customer defects.
- Reproduce customer issues in lab environments using available Support team resources and tools.
The skills and qualities you'll bring include:
- Operating System Administration: Demonstrable command of Linux, Windows, and macOS.
- Network Diagnostics: Proficiency in packet inspection using tools like Wireshark, PCAPS, and Procmon.
- Log Analysis: Expert ability to use regex and other methods to debug large, complex log files.
- Architecture Troubleshooting: Strong understanding of network architecture and troubleshooting methodologies.
- Problem-Solving: Excellent critical thinking and problem-solving skills in high-pressure environments.
- Communication: Fantastic verbal and written communication skills to delight technical and security-focused audiences.
- Technical Support Experience: 4+ years of experience supporting global customers and resolving complex issues.
- Platform Mastery: Ability to quickly learn and become a subject matter expert in Vulnerability Management Platforms.
- CRM Proficiency: Familiarity with Salesforce for case management and workload insight.
- Shift Flexibility: Willingness to work on night shifts, specifically EST OR PST hours.
- Collaborative Mindset: Experience working cross-functionally with Engineering and Product departments.
- Core Value Embodiment: Embody our core values to foster a culture of excellence that drives meaningful impact and collective success.
We know that the best ideas and solutions come from multi-dimensional teams. That's because these teams reflect a variety of backgrounds and professional experiences. If you are excited about this role and feel your experience can make an impact, please don't be shy - apply today.
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About Rapid7
At Rapid7, our vision is to create a secure digital world for our customers, our industry, and our communities. We do this by harnessing our collective expertise and passion to challenge what's possible and drive extraordinary impact. We're building a dynamic and collaborative workplace where new ideas are welcome.
Protecting 11,000+ customers against bad actors and threats means we're continuing to push the envelope just like we' ve been doing for the past 20 years. If you 're ready to solve some of the toughest challenges in cybersecurity, we're ready to help you take command of your career. Join us.
Skills Required
- 4+ years of experience supporting global customers and resolving complex issues
- Proficiency in packet inspection using tools like Wireshark
- Demonstrable command of Linux, Windows, and macOS
- Expert ability to use regex for log analysis
- Fantastic verbal and written communication skills
- Willingness to work on night shifts, specifically EST OR PST hours
- Familiarity with Salesforce for case management
What the Team is Saying
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Rapid7 Compensation & Benefits Highlights
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Healthcare Strength — Health coverage spans medical, dental, and vision, supplemented by mental-health resources, FSAs, and optional pet insurance. Inclusive elements such as transgender‑inclusive care, abortion‑travel support, and neurodiversity coverage broaden access.
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Leave & Time Off Breadth — Time off includes unlimited PTO in the U.S., paid sick time, paid holidays, wellness days, bereavement, and paid volunteer time. Hybrid‑first flexibility and periodic company days off reinforce work–life support.
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Parental & Family Support — Parental support features generous paid leave and fertility benefits alongside backup childcare via Care.com. Dedicated mother’s rooms and family medical leave indicate attention to caregiving needs.
Rapid7 Insights
What We Do
At Rapid7, our vision is to create a secure digital world for our customers, our industry, and our communities. We do this by harnessing our collective expertise and passion to challenge what’s possible and drive extraordinary impact. We’re building a dynamic and collaborative workplace where new ideas are welcome. Protecting 11,000+ customers against bad actors and threats means we’re continuing to push the envelope - just like we’ve been doing for the past 20 years. If you’re ready to solve some of the toughest challenges in cybersecurity, we’re ready to help you take command of your career. Join us.
Why Work With Us
With our products, research, and open source communities, we’re building a secure digital future for everyone. This means constantly learning and evolving in an industry that’s anything but stagnant. You’ll be faced with tough challenges, and given the support to find creative solutions that drive our business, and your career forward.
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Rapid7 Offices
Hybrid Workspace
Employees engage in a combination of remote and on-site work.
Our default working model is hybrid, with employees working three days per week in the office. This approach underpins our commitment to flexibility and adaptability while supporting our dedication to development, teamwork and customer purpose.
