Associate Customer Advisor I

5 months ago

Belfast, United Kingdom Rapid7 Full time

As an Associate Customer Advisor I, you will work hand-in-hand with SOC analysts as part of Rapid7’s Tactical Operations (TACOPS) team to help deliver service to our customers, all while gaining valuable experience in the field of Information Security in general and Managed Detection and Response (MDR), in particular.

You will have the front row seat to observe, and learn the ever-evolving Cyber Threat Landscape and gain much coveted experience by helping Managed Services customers remediate and mitigate against prevalent threats. You will work with our various Managed Services teams to help deliver day-to-day tactical reports to our customers, help triage phishing and commodity malware alerts, and help address direct-customer needs and assist in Incident Response handling and customer communication.

Associate Customer Advisor I roles operate on a shift schedule after a 90 onboarding period. There is no night shift work involved with this role due to Rapid7’s global Security Operations Center teams operating on a follow-the-sun model. The shifts are: Sunday-Wednesday or Wednesday-Saturday

**About the Team**

In this role, you will:

- Assist in supporting incident response engagements through customer communications and reporting
- Triage alerts in our global alert queue alongside experienced analysts
- Work closely with TACOPS analysts and the operations teams to convey recommendations to Rapid7 customers, to improve their overall security posture
- Review and generate high-quality accurate and contextual customer deliverables
- Perform log search queries to identify suspicious activity in customer environments
- Help develop and create Executive Briefings (frequency based on client demand), which will illustrate implementation/operational score, threat and/or vulnerability score, trending details, and may include high-level action plans
- Help the Customer Advisor team build strong advisory relationships with customers and continuously exceeding client expectations
- Ensure that customer’s Rapid7 Platform technology is functional, and coordinate with Rapid7’s support team when needed
- Assist in technology deployment and client onboarding processes
- Gather client input and requirements across the Managed Services client base to influence Managed Services service roadmap
- Assist Managed Services Leadership with effective scaling strategies to face the challenge of an ever-expanding customer base

The skills you’ll bring include:

- Associates or Bachelor’s Degree in Information Technology and related disciplines, or two or more years of related experience
- Experience using a homelab environment/TryHackMe/HackTheBox or similar setup to gain practical security experience
- Significant client relationship management experience
- Strong understanding of common enterprise technologies
- Proven ability to convey extremely technical concepts to audiences with varying technical prowess
- Industry-related certifications i.e A+, Network+, Sec+, Cloud+, CCSP, etc.
- Interest in technology deployment and configuration experience
- Strong interest in security frameworks and concepts
- Exceptional organization and time management abilities
- Peer-reviewing colleagues’ work for errors and inaccuracies i.e quality assurance

All qualified applicants will receive consideration for employment without regard to race, coloUr, religion, sex, sexual orientation, gender identity, age, national origin, disability, protected veteran status or any other status protected by applicable national, federal, state or local law.

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