Technical Support Engineer I

Technical Support Engineer
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 team!
In this role, you'll work closely with our APAC team to support customers across diverse regions, each with their unique needs. This isn't just about technical skills-it's about connecting with people, understanding their challenges, and making a real impact.
If you're ready to grow your expertise, work with a dynamic team, and make a difference for our customers, we want to hear from you!
About the Team
Our APAC support team, based in Australia, Japan and the US, delivers top-notch assistance to a wide range of technical customers. With deep expertise and problem-solving skills, our engineers tackle application challenges with precision and care.
Serving such a diverse and dynamic region requires more than technical know-how-it takes an understanding of the unique needs of each customer. Our team excels at adapting to these challenges, ensuring every solution is as effective as it is thoughtful.
About the Role
As a Technical Support Engineer, your primary responsibility will be to help customers find solutions to their technical issues with Rapid7's Detection and Response product: InsightIDR. Specifically, your focus will be to:

• Be the face of Rapid7 by assisting customers with solving complex technical issues.
• Showcase your tech skills by helping customers set up and troubleshoot their Rapid7 products.
• Get creative by designing workflows to analyse large log files and uncover the root of reported issues.
• Leverage a wide range of resources to learn, investigate, and replicate customer challenges.
• Collaborate with teams across the globe, including engineering and product teams, to find effective solutions.
• Continuously expand your knowledge of our product suite and grow into a trusted subject matter expert.
• Dive deep into troubleshooting to identify software defects or false positive alerts.

The skills and qualities you'll bring include:

• The ability to methodically diagnose complex technical issues, think critically under pressure, and drive them to resolution.
• Clear and empathetic verbal and written communication skills to effectively translate technical information for customers and to collaborate seamlessly with teammates.
• A proactive mindset and a passion for continuous learning to keep up with the ever-evolving landscape of cybersecurity threats and technologies.
• 1-2 years in a technical support or related role, with a strong background in troubleshooting and resolving complex issues.
• Hands-on experience administering one or more operating systems (Linux, Windows, or MacOS).
• A solid understanding of network architecture and troubleshooting, including concepts like TCP/IP, DNS, DHCP, and firewalls.
• Foundational knowledge of cloud computing concepts and experience with at least one major cloud platform (AWS, Azure, or GCP). This includes an understanding of how security operates within these environments.
• Basic knowledge of common cybersecurity concepts, such as malware, phishing, encryption, and authentication protocols.
• The ability to analyze system logs, network traffic, and error messages to pinpoint the root cause of issues.
• Familiarity with REST APIs for troubleshooting integration issues with third-party applications.
• Experience with security software and platforms, such as Endpoint Protection, SIEM, or vulnerability scanners.
• Fluent in both Japanese and English
• 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. 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, 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.
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