Associate Customer Advisor



Customer Service
Melbourne, VIC, Australia
Posted on Wednesday, July 26, 2023

As an Associate Customer Advisor, you will work hand-in-hand with the Customer Advisor team to help deliver service to our customers, all while gaining valuable experience in the field of Information Security in general and Managed Detection and Response (MDR), in particular. You will have the front row seat to observe, and learn the ever-evolving Cyber Threat Landscape and gain much coveted experience by helping Managed Services customers remediate and mitigate against prevalent threats. You will work with our various Managed Services teams to help deliver day-to-day tactical reports to our customers, help triage alerts with analysts, and help address direct-customer needs and assist in Incident Response handling and customer communication.

About the Team

Rapid7’s Managed Services deliver world class, 24/7/365 threat detection, incident response, vulnerability management, and application security services for our customers. As a member of Rapid7’s Customer Advisor team, you are on the front-lines helping clients defend against and respond to today’s biggest threats. Our analysts and scanning operation teams keep a constant watch on our customers and provide guidance and strategies to help identify and remediate significant risks. Rapid7 Customer Advisors are fanatical about security and customer satisfaction, and are just as comfortable working in the weeds with engineers as we are briefing a CISO on a recent breach and security strategy.

In this role, you will:

  • Work closely with Customer Advisors and the operations teams to convey recommendations to Rapid7 customers, to improve their overall security posture

  • Assist in Incident Response handling and customer communication.

  • Review and generate high-quality accurate and contextual customer deliverables

  • Help develop and create Executive Briefings (frequency based on client demand), which will illustrate implementation/operational score, threat and/or vulnerability score, trending details, and may include high-level action plans

  • Help the Customer Advisor team build strong advisory relationships with customers and continuously exceeding client expectations

  • Ensure that Rapid7 Platform technology is functional, and coordinate with Rapid7’s support team when needed

  • Assist in technology deployment and client onboarding processes

  • Gather client input and requirements across the Managed Services client base to influence Managed Services service roadmap

  • Assist Managed Services Leadership with effective scaling strategies to face the challenge of an ever-expanding customer base

The skills you’ll bring include:

  • Associates Degree in information Technology, or two or more years of related experience

  • 1-2 years of experience in Information Security or related discipline

  • Significant client relationship management experience

  • Strong understanding of common enterprise technologies

  • Proven ability to convey extremely technical concepts to audiences with varying technical prowess

  • Industry-related certifications i.e A+, Network+, Sec+, Cloud+, CCSP, etc.

  • Interest in technology deployment and configuration experience

  • Strong interest in security frameworks and concepts

  • Exceptional organization and time management abilities

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.