Rapid7 Senior Manager Technical Support SaaS 

United States, Florida, Tampa 

215527826

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 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:

• 5-7 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 success leading small to medium sized teams, including managers, 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

Here, we’re building a dynamic workplace where everyone can have the career experience of a lifetime. We challenge ourselves to grow to our full potential. We learn from our missteps and celebrate our victories. We come to work every day to push boundaries in cybersecurity and keep our 11,000+ global customers ahead of whatever’s next.