Technical Support Engineer I

We are seeking a full time Technical Support Engineer I who will be based out of our Rapid7 office in Tampa, Florida! 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 Team
Our ever growing Technical Support team are seeking candidates who have a passion for providing exceptional customer experiences through solving complex technical problems.
About the Role
As a Technical Support Engineer, you will provide exceptional support experiences to a wide range of technical and security focused audiences. 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:

• Support customers successfully setting up and troubleshooting any issues within their vulnerability scanning infrastructure
• Create innovative workflows to analyze large log files in order to get to the bottom of any reported issues
• Using the many resources available to our Support team to learn, troubleshoot and reproduce customer issues
• Work closely with various teams located locally and globally including Engineering and Product to help drive a resolution to customer issues
• Learn and expand your knowledge of the our Vulnerability Management Platform to become a subject matter expert
• Troubleshoot investigations and identify defects or false positive alerts

The skills you'll bring include:

• Minimum of 1 year of experience in a customer-facing role.
• Demonstrable command of administering multiple operating systems (Linux, Windows, MacOS).
• Understanding of log analysis methods (using regex to debug large log files).
• Demonstrable usage of packet inspection, pcaps, Wireshark, Procmon.
• Troubleshooting and understanding of network architecture.
• Excellent problem solving and critical thinking skills.
• Fantastic verbal and written communication.
• Cross-functional teamwork: Collaboration with global product teams and engineering to drive issue resolution, align priorities, and ensure seamless customer support experience.
• Exceptional communication: Ability to articulate complex information clearly and concisely to diverse audiences, ensuring understanding, alignment, and efficient issue resolution with internal teams and external customers.
• Strong time management: Balance active cases, backlog, and priorities to consistently meet service goals.

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.
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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.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability, protected veteran status or any other status protected by applicable national, federal, state or local law.