Rapid7 Manager Technical Support 

United Kingdom, Northern Ireland, Belfast 

330231890

In this role within our support organisation, you will lead a team of Technical Support Engineers to deliver an industry-leading support experience. Based in our Belfast Hub, you will be a pivotal member of a highly skilled and motivated team that thrives on collaboration. You will refine and execute key team objectives while actively fostering customer adoption and retention.

About the Role

In this role, you will:

• Hire, coach, motivate, and manage a high-performing team while fostering a dynamic, customer-focused culture.

• Leverage both leadership and technical skills to cultivate a strong culture of excellence.

• Collaborate with cross-functional teams and leadership to ensure the achievement of OKRs and high customer satisfaction.

• Work with the Global Support team to develop sustainable, seamless, and consistent global processes that meet customer needs.

• Measure and manage the team to achieve Rapid7’s customer and business goals, refining metrics and objectives with the Global Support Leadership team.

• Recognize the importance of team culture and help build a team with a “can do” attitude.

The skills you’ll bring include:

• 2-5 years of management experience in a technical customer support environment

• Experience with software support, preferably SaaS environments

• 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

• Unrelenting passion for customer satisfaction, security technology, and innovation

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.