The Technical Support Engineer provides consistent world-class security, network, and product support to a wide range of security minded customers and enterprises. By serving as the primary liaison between the company and client, the support engineer resolves real-world business challenges by supporting cutting-edge vulnerability assessment software across complex, multi-faceted customer deployments. To this end, this security expert may be called upon on rare occasions to travel to customer sites. Ensuring customer feedback, suggestions, comments, and enhancements are properly channeled into product management and development is a key component of this position. Our support engineers possess excellent knowledge of security assessment, vulnerability management theory and penetration capabilities along with an unmatched drive and capacity to rapidly learn the newest technologies. Impeccable communication skills (verbal and written) channeled towards sustaining market leading customer loyalty are cornerstones of this role.

3+ years of Linux/Unix experience 3+ years working in IT function Intermediate scripting in java/perl/ruby/python Professional experience with VMware

Job Responsibilities:

Understands client’s business objectives and product impact and then applies technical and functional expertise over the telephone or electronically to timely resolve issue and ensure client business success. Serves the primary support liaison between organization and customer; Keeps client well informed of how and when issues are resolved; Drives additional follow up, testing, and troubleshooting. Conveys customer feedback to product management and development staff; Promotes and maintains the highest quality, professional, and service-oriented image amongst the industry.

Job Qualifications:

Education & Experience:

Support experience: 4 – 10 years Industry: 5-20 Bachelor’s degree in business or computer science (or equivalent experience)

Technical Knowledge & Skills:

Knowledge of Rapid7 software applications used for testing, troubleshooting; Familiar with Salesforce, Netsuite, or other similar CRMs; Analytical and technical thinking across multiple areas of responsibility; Strong oral and written communication; Customer focused delivery; Outstanding presentation skills; Strong networking understanding; Advanced knowledge of TCP/IP, OSI, VLAN, DNS, NMAP, LDAP preferred; Network architecture and security troubleshooting experience;