Technical Support Engineer, Belfast
We are seeking a full time Technical Support Engineer I who will be based out of our Rapid7 office in Belfast! In this role you will be supporting customers by using your networking skills to troubleshoot complex issues via phone, email, and video conferencing. This is a hybrid role, 3 days onsite, 2 days remote.
About the Role
Are you passionate about delighting your customers and helping them solve complex network and product issues? Are you the person who enjoys technical challenges and thrives to learn and develop skills beyond expectations? If so, then you are the perfect person to join our unique and growing support team! As a Technical Support Engineer, you will provide premier support to a wide range of technical and security focused audiences while helping them solve complex application problems. This role offers an exciting opportunity for an individual looking to immerse themselves in a fast paced role with endless growth opportunities.
In this role, you will:
- Understand client's business objectives/impact and apply their expertise to timely resolve issues and ensure customer success
- Serve as the liaison between Rapid7 and the customer
- Follow up, test, and troubleshoot as necessary
- Partner with development team on root cause analysis
- Manage customers' issues and keep them informed of progress
- Interact closely with various departments to provide first hand feedback from customers
The skills you'll bring include:
- We are looking for a standout colleague who thrives in a team environment
- Experience in Technical Support or related experience
- Passion for problem solving
- Strong drive to look at challenges and help define solutions
- Eagerness to learn and wiliness to share own knowledge
- Amazing social skills with a passion to solve customers' issues
- Troubleshooting and understanding of network architecture. Demonstrable usage of packet inspection, pcaps, wireshark and procmon.
- Excellent problem solving and critical thinking
- Fantastic verbal and written communication
- Demonstrable command of administering Windows Server (AD, LDAP, DHCP) among other OS (Linux, Mac)
- Understanding of TCP/IP, OSI, VLAN, DNS, NMAP
- Previous relevant certifications a plus (AWS, Azure, Google, CompTIA, Microsoft)
- Familiarity with any programming language.(Ex: Python, C++, Java)
- Understanding of log analysis methods (using regex to debug large log files)
- Knowledge of Grafana, Kibana or other graphing tools
- Proficiency with similar applications and Rapid7 products a plus
We know that the best ideas and solutions come from multi-dimensional teams. Teams reflecting 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.
About Rapid7
Rapid7 (NASDAQ: RPD) helps organizations across the globe protect what matters most so innovation can thrive in an increasingly connected world. Our comprehensive technology, services, and community-focused research simplify the complex for security teams, helping them reduce vulnerabilities, monitor for malicious behavior, be in 10 places at once, and shut down attacks. We're on a mission to make security solutions easier to use and access so we can bring safety and resilience to more people.
With more than 11,000+ customers across 140+ countries, Rapid7 is a leader in cybersecurity that has earned numerous industry accolades and recognition for our technology and culture.
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What the Team is Saying
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.
