Are you passionate about delighting your customers and helping them solve complex security issues? Are you the person who enjoys technical challenges and thrives to learn and develop skills beyond expectations? Then you are the right person to join our unique support team!
As a Manager, Technical Support, you lead a premier support team for a wide range of security minded people and their companies. Alongside the Support team you will use your expertise and knowledge to help solve security challenges for our valued customers.
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.
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