Customer Success Engineer

  • R5132
  • Reading, United Kingdom

As a Customer Success Engineer you will play a key role in cultivating our customer health and engagement by helping to solve our customers technical challenges. You will have strong relationship building skills, enjoy engaging with customers and have a passion for solving technical problems. 


About the Team


 Our Customer Success and Experience team represents the backbone of our relationships with our customer base. This includes ensuring customers successfully deploy, adopt, and maintain Rapid7 solutions year over year. As technology and innovation move forward, vulnerabilities in our digital world continue to evolve and change. This means going beyond the goal of customer renewals and instead focusing on long-term customer health. Being successful on this team means advocating for customer needs, challenging convention through new ideas and solutions, and working together to create impact.  The Customer Success Engineer sits with this team and collaborates very closely with several departments, including Support, Engineering, Product Management, and Sales Engineering to ensure customer experience is consistently on the best path.   


About the 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. Our mission is to make our customers successful and we do this through technical product enablement, identifying areas for improvement within their implementation, and suggesting best practices to maximize product adoption and effectiveness.


In this role, you will:

  • Become a Subject Matter Expert (SME) with Rapid7’s 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 Rapid7’s solutions can be used to achieve internal goals

  • Understand what a good security program looks like, and stay current as standards evolve

  • Understand the components of a successful security program implementation and how they interact with one another

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


The skills you’ll bring include:

  • 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

  • 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

  • Very strong proficiency and knowledge of networking and routing fundamentals

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

  • Demonstrable background in customer-oriented problem solving and thrives in a collaborative environment

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

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.


About Rapid7

Rapid7 is creating a more secure digital future for all by helping organizations strengthen their security programs in the face of accelerating digital transformation. Our portfolio of best-in-class solutions empowers security professionals to manage risk and eliminate threats across the entire threat landscape from apps to the cloud to traditional infrastructure to the dark web. We foster open source communities and cutting-edge research–using these insights to optimize our products and arm the global security community with the latest in attackers methods. Trusted by more than 10,000 customers worldwide, our industry-leading solutions and services help businesses stay ahead of attackers, ahead of the competition, and future-ready for what’s next.


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