Technical Support Engineer I

23 hours ago


Remote, Australia Rapid7 Full time $80,000 - $120,000 per year

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 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 I , 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.

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.

LI-NR1

  • Remote, Australia Ada Support Full time $60,000 - $120,000 per year

    Remote - AustraliaAbout UsAda is an AI customer service company whose mission is to make customer service extraordinary for everyone. We're driven to raise a new standard of quality customer service at scale, enabling enterprise companies to deliver experiences that people love–instant, proactive, personalized, and effortless.Ada is an AI transformation...


  • Australia (Remote) Rhapsody Full time $60,000 - $100,000 per year

    About Rhapsody: We all know that our health care system is complicated. Getting data from one provider to another, or from a provider to a health insurance company, is frustrating for virtually everyone. Imagine developing solutions that help make these data transactions easier and faster. That is what we do at Rhapsody; we make interoperability...


  • Remote - Australia Honeycomb Full time $90,000 - $120,000 per year

    Little more about the team: The Support Engineering team sits at the heart of Honeycomb's customer experience, providing best-in-class technical support and acting as trusted advisors to our customers. What you'll do in the role:Provide thoughtful, expert technical guidance to Honeycomb's users via our support channels, adhering to our SLAs and helping...


  • Remote, Australia Honeycomb Full time $190,000 - $210,000 per year

    What We're BuildingHoneycomb is a service for the near and present future, defining observability and raising expectations of what developer tools can do We're working with well known companies like HelloFresh, Slack, LaunchDarkly, and Vanguard and more across a range of industries. This is an exciting time in our trajectory, we've closed Series D funding,...

  • Support Engineer

    4 days ago


    Remote, Australia Nerdio Full time $60,000 - $120,000 per year

    About NerdioNerdio adds value on top of the powerful capabilities in Azure Virtual Desktop, Windows 365, and Microsoft Intune by delivering hundreds of features that simplify management, ensure efficient operations, and lower Azure compute and storage costs by up to 80% via automation.Leveraging Nerdio, partners can manage customers' cloud environments...


  • Remote, Australia Honeycomb Full time $215,000 - $245,000 per year

    What We're BuildingHoneycomb is a service for the near and present future, defining observability and raising expectations of what developer tools can do We're working with well known companies like HelloFresh, Slack, LaunchDarkly, and Vanguard and more across a range of industries. This is an exciting time in our trajectory, we've closed Series D funding,...


  • Remote - Australia Ada Full time $90,000 - $120,000 per year

    About YouYou have a proven track record of resolving issues that are hard to replicate and may be dependent on products or infrastructure beyond Ada's own product/platform. Technical Competences:You have experience using Postman or CURL Experience supporting web applications in our current technology stack (Jira, Zendesk, Salesforce) You possess a...


  • Remote, Australia Ciena Full time $90,000 - $120,000 per year

    As the global leader in high-speed connectivity, Ciena is committed to a people-first approach. Our teams enjoy a culture focused on prioritizing a flexible work environment that empowers individual growth, well-being, and belonging. We're a technology company that leads with our humanity—driving our business priorities alongside meaningful social,...


  • Remote, Australia INFINIDAT Full time $120,000 - $150,000 per year

    At Infinidat, we help enterprises and service providers empower their data-driven competitive advantage at scale. We are a leading provider of enterprise-class storage solutions. The company's software-focused architecture delivers sub-millisecond latency, full availability, and scalability with a significantly lower total cost of ownership than competing...

  • Chief Engineer

    2 weeks ago


    Remote, Australia Viasat Full time $200,000 - $250,000 per year

    About usOne team. Global challenges. Infinite opportunities. At Viasat, we're on a mission to deliver connections with the capacity to change the world. For more than 35 years, Viasat has helped shape how consumers, businesses, governments and militaries around the globe communicate. We're looking for people who think big, act fearlessly, and create an...