: Customer Success Engineer

Customer Success Engineer Job Overview

  • Do you enjoy helping customers to overcome challenges and achieve their goals?

  • Are you one who embraces a challenge, understands that its ok to be uncomfortable, and relishes the opportunity to grow your skill set and your abilities by stretching yourself?

  • Can you think critically to solve difficult technical problems and provide solutions that may not be apparent?

  • Will you put yourself in the customers shoes to ensure you are providing an exceptional customer experience with every interaction?

If so, joining Rapid7s Customer Success Engineering team may be a great fit.

The Customer Success Engineer (CSE) is responsible for helping our customers achieve their desired outcomes in 2 specific ways:

  • Helping them overcome hurdles and challenges they encounter when using Rapid7 solutions
  • Helping them achieve specific goals they are struggling to achieve on their own when using Rapid7 solutions

CSEs have one mission - to make our customers successful - and we do this by providing them with technical product enablement, identifying areas for improvement within their implementation, and suggesting best practices to maximize product adoption and effectiveness.

Whats in scope in this role?

As a member of the CSE team, you will engage with customers throughout the day by phone and by corresponding with them via email/case responses. You will perform a wide variety of technically-oriented tasks to ensure customer success, including, but not limited to:

  • Demonstrate a clear, detailed understanding of the customers challenges and goals

  • Provide easy to follow technical guidance on how to solve customer challenges and how to achieve customer goals

  • Verify that a customer has gone about things thoroughly and correctly in an effort to troubleshoot, investigate, and identify the root cause of challenges presented to us

  • Work as an equal partner with the Customer Success Manager to ensure [on-time] renewals

The Customer Success Engineer will collaborate very closely with several departments, including Customer Success (Account Management), Support Engineering, Product Management, and Sales Engineering to name a few.

What are the Job Responsibilities?

  • Become a Subject Matter Expert (SME) with Rapid7s solutions (specifically InsightVM, InsightIDR, and InsightAppSec) through training, hackathons, simulated situations replicating real world cases, and more. This is requirement #1

  • Understand our customers business objectives and technical challenges, and communicate how Rapid7s solutions can be used to achieve internal goals

  • Interface with Customer Success, Support & Services to ensure customer experience is consistently on the best path

  • Deliver presentations, participate in conference call discussions, and attend face-to-face meetings to architectural groups, major lines of business, and C-Level executives.

What are the Job Qualifications?

  • Ability to communicate clearly and effectively. Must be able to explain complex functionality that can be simply understood by people of all technical backgrounds

  • Willingness to take risks, make mistakes, be uncomfortable, and challenge yourself in ways that you have previously avoided

  • 3-5+ years of relevant IT/Security related experience
  • Previous experience with vulnerability management, incident detection/SIEM, and/or web application security testing strongly desired
  • Basic knowledge of best practices relating to secure network architecture, design and configuration.
  • Fundamental knowledge of industry regulations and requirements including major compliance regulations
  • Very strong proficiency and knowledge of networking and routing fundamentals

  • In-depth knowledge of Windows and Linux Operating systems - sys admin experience a plus

  • Demonstrable background in customer-oriented problem solving

  • Creative problem solver who thrives in collaborative environment

  • Accountability - must follow up with customers when you say you will

  • Strong interest in security and networking

  • Education: Bachelors degree and/or 4 years related work experience


Employee Testimonials

James Green
Senior Director, Software Engineering

"My favorite memory of being a 'Moose' is our first ever company-wide hackathon in Cambridge. After a fun–filled week for the company kick-off, we still managed to deliver, through the night, on some amazing ideas."

Brett Garofalo
Manager, Mid-Market Sales

"I am not a natural–born salesperson or leader. Rapid7 gave me the mentorship opportunities and leeway to develop those skillsets. Having the support of my management allowed me to take risks and learn from mistakes instead of being tentative and afraid to put myself out there."

Aniket Menon Rapid7
Aniket Menon
Director, Product Management

"I love the infectious energy and fast–paced nature of the job. Unrelenting progress towards becoming the #1 company in Cyber Security. The sheer number of Products and Services we have launched in the last two years is a staggering achievement."

Dennis Nahas Rapid7
Dennis Nahas
Manager of Engineering, IT Devops

"The most fulfilling moments are seeing our products name dropped in the security press, knowing we all contributed to that."

Chris Wallace Rapid7
Chris Wallace
Director, People Strategy

"It's pretty cool to look around the room and know that I played a part in making all of that happen, and that I hopefully helped those people move into a role that they find really rewarding and exciting. Especially in a company where they in turn can have a big impact and take their careers to the next level. The fact that they are all good people, and that we all manage to have a bit of fun in the process, helps too."

Roy Hodgman Rapid7
Roy Hodgman
Manager, Data Scientist

"I feel that [our core value for] continuous learning best represents me because it's been essential to my career here. There are no shortage of tools and techniques that can be applied to the projects I work on, and despite what I think I might know about the problem at hand, more often than not there are new and novel ways to approach it."