Implementation Specialist

Rapid7•Tampa, FL

About The Position

The Technical Implementation Services team is a customer-centric, detail oriented group of technical specialists dedicated to facilitating our customers' onboarding journeys. As the vital first post-sale touchpoint, we are focused on delivering a positive, effective, and efficient experience that helps customers quickly realize the value of their security investment. Our team works directly with customers to operationalize their Rapid7 security solution, supporting the initial setup with best practice product configurations and optimization recommendations to integrate Rapid7 solutions within the customer’s environment. The Implementation Specialist is a hybrid role blending the essential elements of technical implementation and project coordination. In this role, you will be the primary point of contact for our customers' onboarding projects, ensuring a smooth transition from the sales cycle to steady state delivery via a successful technical implementation. This is an ideal role for an execution focused professional who loves technical problem solving but also thrives in customer facing coordination and communication.

Requirements

2+ years of experience in a customer facing technical role, such as implementation, sales engineering, product support, or technical account management
Familiarity with software (SaaS) or cybersecurity technologies like SIEM, ASM, Vulnerability Management, or SOAR is essential for success in this role
Working knowledge of project management principles and methodologies
A passion for technology, paired with the ability to quickly master new software ecosystems and adapt to evolving product features
Hands on experience with basic software configuration, system environments, or standard report and dashboard creation is highly preferred
A foundational understanding of network technologies and protocols (e.g., DHCP, TCP/IP, DNS, HTTP)
Familiarity with Microsoft Windows Server, Linux, and/or macOS operating systems
Excellent verbal and written communication skills, including the ability to explain technical details clearly to non-technical users
A versatile team player who can operate independently while collaborating across internal and external stakeholders to achieve shared goals
Proven organizational and time management capabilities
A proactive approach to navigating technical obstacles, combined with a focused commitment to project execution and customer success.
Ability to work during US and/or EMEA business hours

Responsibilities

Serve as the primary point of contact for customers during their onboarding journey, ensuring a seamless transition from the sales cycle to steady state delivery
Manage standard implementation timelines, track project milestones, and ensure deliverables are met within scope and on time
Accelerate initial time-to-value for our customers by promptly initiating the onboarding project kickoff and driving foundational technical installation and configuration
Engage cross-functional internal teams, partners, and subcontractors to coordinate project dependencies and drive successful implementation execution
Perform standard software installation and configuration to align with the customer’s environment and business requirements
Guide customers through technical implementation prerequisites and offer best practice advice on product setup
Conduct foundational validation testing to ensure the product functions correctly; troubleshoot basic setup issues and escalate complex technical blockers when necessary
Maintain accurate customer implementation records and configuration notes, as well as ensure diligent case management tracking
Gather customer feedback, identify improvements, and contribute to the continuous enhancement of implementation procedures
Provide input into Rapid7 product development based on direct customer discussions and implementation observations