Technical Support Engineer I - InsightIDR



IT, Customer Service
Dublin, Ireland
Posted on Wednesday, November 1, 2023

Are you passionate about delighting your customers and helping them solve complex application issues? Are you the person who enjoys technical challenges and thrives to learn and develop skills beyond expectations? Then you are the right person to join our unique support team! As a Technical Support Engineer, you provide premier support to a wide range of technical customers. Alongside the Support team you will use your expertise and knowledge to help solve application problems for our valued customers.

About the Role

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

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.