• Resolve technical problems by troubleshooting incidents, including but not limited to collecting detailed problem description, traces, log files, and replication. • Communicate progress of investigation with clients while ensuring all related records are properly updated in the CRM system. • Proficient in utilizing all support tools and processes to resolve cases. • Share best practices for the utilization and deployment of Varicent products. • Support KPI targets (SLA, QA, Resolution, etc.). • Available for scheduled weekend coverage for on call rotation.

• Application and operations support on cloud-based infrastructure in Azure and AWS • Setup environment, deploy, and maintain .NET C# based applications in cloud environments • Work closely with development and other support teams to troubleshoot and resolve application or infrastructure related issues • Collaborate with end users to address application support needs and provide technical assistance • Apply ITIL Service Management principles across Incident, Change, Problem, and Service Request Management • Identify opportunities for process improvements and contribute to service delivery enhancements • Participate in disaster recovery planning and support cloud security best practices

• You will manage the ongoing technical relationship with your assigned customers once the Implementation is finished, focusing on KPIs like retention and customer satisfaction. • You are able to handle escalated support cases from the Customer Support team that require closer attention either in relation to client engagement or technical understanding. • If necessary, you will be responsible for describing and escalating bugs through the appropriate internal channels (e.g. Jira) • You collaborate closely with your colleagues in the wider Customer Organisation including Customer Success, Customer Support, Sales, etc. • You are very familiar with our processes and support the rest of the Global Technical Service team in their efforts to constantly develop and improve these internally and externally you work on individual projects and documentation to be used internally and externally

As a Technical Support Engineer I, you will provide high-level technical assistance to global customers, focusing on troubleshooting complex network and vulnerability management issues. You will act as a subject matter expert for Rapid7's security platform, ensuring customers successfully manage risks across their IT infrastructure. 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 in rotational shifts, specifically including night shifts. - 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. 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.