Manager Customer Support

El Segundo, CA


El Segundo, CA


Customer Success & Support

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.  

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