Manager, Technical Support

Location: Pune, Hybrid
Shift pattern: 12pm - 9pm
Rapid7 is a publicly traded Cybersecurity company headquartered in Boston, MA with 17 offices around the world. We are expanding our Global footprint into India and as a result of this expansion, we are looking for a Manager of Technical Support Engineering to join us to lead/develop a team of skilled engineers, enhance our operational processes, and elevate our customer experience. This is an exciting opportunity to be one of our first few hires in India!
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
• Develop Global Support team members via active coaching, performance management, 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:

• 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, with security experience preferred
• Demonstrated experience delivering Western service models with local talent.
• Demonstrated success leading small to medium sized teams 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
• Experience in managing cases and workload in Salesforce Service Cloud.

We know that the best ideas and solutions come from multi-dimensional teams. Teams reflecting 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.
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