Technical Support Manager

Austin, TX


Austin, TX


Customer Success & Support

Job Responsibilities:

  • Lead and coach a team of highly skilled technical support engineers to successfully resolve and prevent customer challenges
  • Partner with Customer Success Management and other Go-to-Market teams to develop account plans and engage customers in order to facilitate product adoption and resolve existing issues.
  • Collaborate with other members of the Global Support team to build sustainable, frictionless, and consistent global processes to meet customer needs
  • Develop Global Support team members via active coaching and building career development plans
  • Work with members of Rapid7's Customer Delivery Practices to identify opportunities to improve product supportability and the customer experience
  • 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
  • Understanding the importance of team culture and helping to build a team with a “can do” attitude.

Job Qualifications

  • 3-5 years of management experience in a technical customer support environment

  • Experience with software support, preferably SaaS environments

  • Experience with supporting cloud based applications

  • Bachelor's degree (Computer Science, Management Information Systems, a similar technical field) or equivalent experience

  • 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

  • Experience in security is preferred, but not required

Personal Skills & Attributes

  • Strong work ethic and enjoy taking ownership of projects

  • Methodical in approach to both implementations and troubleshooting of issues

  • Strong client relationship & management skills

  • Commitment to high quality of work

  • Endeavor to show attention to detail and accuracy which is reflected in documentation / reports

  • Excellent organizational skills and can transition between working as a part of a larger team or singularly, or to managing several resources on multiple project sections