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Manager, Technical Support

Manager, Technical Support

Rapid7Tampa, FL, United States
2 days ago
Job type
  • Full-time
Job description

Manager, Technical Support | Tampa, FL

We are looking to add a dynamic Manager of Technical Support Engineering to lead / develop a team of skilled engineers, enhance our operational processes, and elevate our customer experience! This is a hybrid role (3 days onsite / 2 days remote) based out of our growing Channelside office.

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 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
  • Coach and develop Global Support team members by providing active coaching, performance management, and career development plans, while offering regular, constructive feedback to help new hires navigate challenges and accelerate their learning curve.
  • 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

The skills you'll bring include :

  • 3-5 years of management experience in a technical customer support environment, including with demonstrable leadership progression in role.
  • Experience with software support within SaaS environments, security experience preferred.
  • Demonstrated success leading small to medium sized teams to achieve and exceed operational goals.
  • Ability to build and maintain meaningful relationships internally & externally in the pursuit of driving impeccable customer satisfaction.
  • Cross-functional Collaboration : Partner with engineering, product, and other global teams to advocate for customers and ensure swift resolution of incidents and system outages.
  • Managing Conflict : Skillfully de-escalate customer and internal conflicts, coaching the team on effective resolution strategies.
  • Navigating Change & Ambiguity : Empower your team to make decisions and drive solutions in ambiguous situations with limited information.
  • Accountability : Instill a culture of ownership for team metrics and the end-to-end customer experience.

    • 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, our vision is to create a secure digital world for our customers, our industry, and our communities. We do this by harnessing our collective expertise and passion to challenge what's possible and drive extraordinary impact. We're building a dynamic and collaborative workplace where new ideas are welcome.

    Protecting 11,000+ customers against bad actors and threats means we're continuing to push the envelope - just like we've been doing for the past 20 years. If you're ready to solve some of the toughest challenges in cybersecurity, we're ready to help you take command of your career. Join us.

    #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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    Technical Support • Tampa, FL, United States