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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
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