Manager, Technical Support

Shift pattern : 12pm - 9pm

Rapid7 is a publicly traded Cybersecurity company headquartered in Boston, MA with 17 offices around the world. We are expanding our Global footprint into India and as a result of this expansion, we are looking for a Manager of Technical Support Engineering to join us to lead / develop a team of skilled engineers, enhance our operational processes, and elevate our customer experience. This is an exciting opportunity to be one of our first few hires in India!

About the Role

The Manager of Technical Support Engineering will ensure high service performance while fostering a culture of technical and service excellence. This leader will emphasize collaboration, hire team members with a strong sense of initiative, and instill pride in issue resolution while driving continuous improvement. Over time, they will become a trusted voice in the Global Support organization, enhancing processes, people, and tools to improve customer experience and reduce support burden.

In this role, you will :

Lead and coach a team of highly skilled technical support engineers to successfully resolve and prevent customer challenges

Measure and manage the team to Rapid7’s customer and business goals, and work with the Global Support Leadership team to refine metrics and goals

Develop Global Support team members via active coaching, performance management, and building career development plans

Work with members of Rapid7’s Engineering & Products teams to identify opportunities to improve product supportability and the customer experience

Partner with Customer Success Management, Sales Management, and other teams to drive successful and fast resolution to escalations via our OneEscalation process, along with resolving proactive escalations identified via AI.

Collaborate with other members of the Global Support team to build sustainable, frictionless, and consistent global processes to meet customer needs

Understanding the importance of team culture and helping to build a team with a “can do” attitude

The skills you’ll bring include :

10+ years of technical experience and 5+ years of management experience in a technical customer support environment, including with demonstrable leadership progression in role

Experience with software support within SaaS environments, with security experience preferred

Demonstrated experience delivering Western service models with local talent.

Demonstrated success leading small to medium sized teams to achieve and exceed operational goals

Experience communicating highly technical concepts to a non-technical audience

Experience working cross-functionally, learning and developing meaningful internal relationships to drive customer success

Ability to build and maintain meaningful customer relationships in the pursuit of driving impeccable customer satisfaction

Experience in managing cases and workload in Salesforce Service Cloud.

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.