Technical Support Engineer I

Do you enjoy solving complex technical challenges and helping customers find solutions that make their day better? If you're someone who thrives on tackling new problems, learning continuously, and delivering exceptional service, we'd love to have you on our Technical Support team.
In this role, you will support customers by utilising your networking skills to troubleshoot complex issues via email and video conferencing.
This isn't just about technical skills - it's about connecting with people, understanding their challenges, and making a real impact.
About the Team
Our ever-growing Technical Support team is seeking candidates who have a passion for providing exceptional customer experiences through solving complex technical problems. The focus of this position will be on becoming a subject matter expert in our leading Vulnerability Risk Management solution, InsightVM. InsightVM is an all-in-one vulnerability management solution that provides users with visibility into the risks present throughout their IT infrastructure.
About the Role
Are you passionate about delighting your customers and helping them solve complex network and product issues? Are you the person who enjoys technical challenges and thrives to learn and develop security and vulnerability management skills beyond expectations? If so, then you are the perfect person to join our unique and growing support team! As a Technical Support Engineer, your primary responsibility will be to provide exceptional support experiences to a wide range of technical and security-focused audiences. This role offers an exciting opportunity for an individual looking to immerse themselves in a fast-paced role with endless growth opportunities. Specifically, your focus will be to:

• Support customers in successfully setting up and troubleshooting any issues within their vulnerability scanning infrastructure
• Create innovative workflows to analyze large log files to get to the bottom of any reported issues
• Using the many resources available to our Support team to learn, troubleshoot, and reproduce customer issues
• Work closely with various teams located locally and globally, including Engineering and Product, to help drive a resolution to customer issues
• Learn and expand your knowledge of our Vulnerability Management Platform to become a subject matter expert
• Troubleshoot investigations and identify defects or false positive alerts

The skills and qualities you'll bring include:

• Demonstrable experience of administering multiple operating systems (Linux, Windows, macOS)
• Understanding of log analysis methods (using regex to debug large log files)
• Fundamental knowledge of troubleshooting and an understanding of network architecture
• Ability to take accountability for customer issues from initial investigation through to resolution, ensuring timely follow-up and clear communication throughout
• Demonstrating self-awareness by recognising knowledge gaps and proactively seeking feedback, support, and opportunities to learn
• Applying strong problem-solving skills to diagnose complex technical issues and develop effective, scalable solutions
• Communicating clearly and confidently with both technical and non-technical audiences across written and verbal channels
• Core Value Embodiment: Embody our core values to foster a culture of excellence that drives meaningful impact and collective success.

We know that the best ideas and solutions come from multi-dimensional teams. Teams reflecting 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.
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About Rapid7
At Rapid7, our vision is to create a secure digital world for our customers, our industry, and our communities. We do this by harnessing our collective expertise and passion to challenge what's possible and drive extraordinary impact. We're building a dynamic and collaborative workplace where new ideas are welcome.
Protecting 11,000+ customers against bad actors and threats means we're continuing to push the envelope just like we' ve been doing for the past 20 years. If you 're ready to solve some of the toughest challenges in cybersecurity, we're ready to help you take command of your career. Join us.