Application Support Technician



IT, Customer Service
Prague, Czechia
Posted on Thursday, June 1, 2023

Application Support Technician

We are expanding our Global footprint into Prague and as we build out our IT teams, we are looking for an Application Support Technician to be responsible for provisioning access across multiple applications for our employees. You will be customer focussed, passionate about creating a great employee experience, be detail oriented and have an interest in learning the basics of CRM and ERM systems. This is an exciting opportunity to be one of the first hires for Rapid7 in Prague supporting our growth strategy in a culture that supports trying new approaches and continuous learning.

About the Team

The Application Support team is comprised of 3 technicians covering the US, EMEA and APAC. We focus on Level 1 and Level 2 support, and provisioning related requests on Rapid7's enterprise & financial applications. We are part of the wider IT Service Experience organisation which focuses on providing excellent customer service to our internal users, enabling them to do their best work by ensuring they have what they need, when they need it.

About the Role

As an Application Support Technician on the Service Experience - Application Support team, you will expediently provision access to enterprise applications such as Salesforce, NetSuite, Concur, Coupa and several other applications to Rapid7 employees on their first day, while providing a great onboarding experience. You pay great attention to detail to make sure processes are followed and approvals are in place for these tools that are subject to SOX regulations and audit team scrutiny. You will provide access to additional helper tools and add-ons (i.e. DocuSign, Salesforce Dataloader, FinancialForce, Gainsight, Q-Assign) and troubleshoot issues. You will investigate, document, communicate, and provide workarounds and permanent fixes.

In this role, you will:

  • Assist with provisioning access to enterprise resource planning (ERP), CRM (Customer Relationship Management), and BPM (Business Process Management) tools. The majority will be Salesforce and NetSuite related.

  • Assist the Application Support team in the development of processes, procedures, and building a knowledge base.

  • You will use detailed work procedures and resolution documentation to fulfill the user requests, but you might also be required to update or write new documentation

  • You will look for, and help create, opportunities for automation, process improvement, and efficiency. Learn our suite of automation tools and help build the future

  • Help provide global coverage in time zones that are currently underserved by the US based team. Some overlap is desired to attend team standup meetings.

  • Support for End of Month and End of Quarter Sales cycles, with occasional weekends or late nights

The skills you’ll bring include:

  • Minimum of 1 year experience providing support in a service desk or technology environment

  • Some knowledge of Netsuite and Salesforce desirable, but not required

  • Willing to learn, and work with, Active Directory, OKTA, Slack, Google Suite of tools, and remote assist technologies

  • Exceptional English written and oral communication skills

  • Great documentation skills

  • Ability to effectively prioritise and execute tasks in a high-pressure environment

  • Exceptional customer service orientation

  • Experience working in a team-oriented, collaborative environment

  • Have a strong desire to learn continually and grow professionally

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, we are on a mission to create a secure digital world for our customers, our industry, and our communities. We do this by embracing tenacity, passion, and collaboration to challenge what’s possible and drive extraordinary impact.

Here, we’re building a dynamic workplace where everyone can have the career experience of a lifetime. We challenge ourselves to grow to our full potential. We learn from our missteps and celebrate our victories. We come to work every day to push boundaries in cybersecurity and keep our 10,000 global customers ahead of whatever’s next.

Join us and bring your unique experiences and perspectives to tackle some of the world’s biggest security challenges.