Senior Manager, Technical Support

4 weeks ago

Tampa, Florida, United States Rapid7 Full time

Senior Manager, Technical Support (SaaS) | Tampa, FL

We are looking to add a dynamic Senior Manager of Technical Support Engineering to lead a team of skilled engineers, enhance our operational processes, and elevate our customer experience. This role is ideal for a support leader with demonstrable experience driving strategic change and wanting to make a significant impact within our organization. This is a hybrid role (3 days onsite / 2 days remote) based out of our growing Tampa office in Channelside.

About the Team

The Global Support organization at Rapid7 delivers the partnership that our customers need to achieve their security goals with our comprehensive portfolio of cyber security solutions. We've built a Center of Excellence in our Global Support team in Tampa, Florida. This team excels in providing industry-leading support to our 11,000+ customers, by being highly focused on swarming on their issues together to deliver resolution as soon as possible.

About the Role

The Senior 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. This role includes leading cross-functional initiatives and managing key programs.

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

We know that the best ideas and solutions come from multi-dimensional teams. That's because these teams reflect 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.

About Rapid7

At Rapid7, we are on a mission to create a secure digital world for our customers, our industry, and our communities. We do this by embracing tenacity, passion, and collaboration to challenge what's possible and drive extraordinary impact.

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.

Join us and bring your unique experiences and perspectives to tackle some of the world's biggest security challenges.

#LI-AA2

All qualified applicants will receive consideration for employment without regard to race, color, 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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