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Rapid7 Logo Rapid7 · IT - Administration

Technical Support Engineer-I

India, Pune · Job Posted May 28, 2026
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Job Description

As a Technical Support Engineer I, you will provide high-level technical assistance to global customers, focusing on troubleshooting complex network and vulnerability management issues. You will act as a subject matter expert for Rapid7's security platform, ensuring customers successfully manage risks across their IT infrastructure.

Job Responsibility

  • Support customers in successfully setting up and troubleshooting vulnerability scanning infrastructure
  • Create innovative workflows to analyze large log files using regex to identify the root cause of reported issues
  • Collaborate closely with local and global Engineering and Product teams to drive resolutions for customer defects
  • Reproduce customer issues in lab environments using available Support team resources and tools

Requirements

  • Operating System Administration: Demonstrable command of Linux, Windows, and macOS
  • Network Diagnostics: Proficiency in packet inspection using tools like Wireshark, PCAPS, and Procmon
  • Log Analysis: Expert ability to use regex and other methods to debug large, complex log files
  • Architecture Troubleshooting: Strong understanding of network architecture and troubleshooting methodologies
  • Problem-Solving: Excellent critical thinking and problem-solving skills in high-pressure environments
  • Communication: Fantastic verbal and written communication skills to delight technical and security-focused audiences
  • Technical Support Experience: 4+ years of experience supporting global customers and resolving complex issues
  • Platform Mastery: Ability to quickly learn and become a subject matter expert in Vulnerability Management Platforms
  • CRM Proficiency: Familiarity with Salesforce for case management and workload insight
  • Shift Flexibility: Willingness to work on night shifts, specifically EST OR PST hours
  • Collaborative Mindset: Experience working cross-functionally with Engineering and Product departments
  • Core Value Embodiment: Embody our core values to foster a culture of excellence that drives meaningful impact and collective success
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