Technical Support Team Lead

2 weeks ago

Belfast, United Kingdom Rapid7 Full time

**Technical Support Team Lead**
As a Technical Support Team Lead at Rapid7, you’ll lead a team of Technical Support Engineers who help customers resolve complex technical issues. You’ll combine hands-on problem-solving with coaching and operational oversight to deliver a world-class support experience in our EMEA region.

**About the Team**
The EMEA Technical Support team plays a key role in ensuring our customers receive world-class support as they adopt and scale Rapid7’s security products. We are a tight-knit, collaborative group that takes pride in our ability to solve complex problems, support each other’s development, and consistently deliver excellent service.

**About the Role**

As a Technical Support Team Lead, your primary responsibility will be to drive day-to-day operational excellence, support team growth, and foster a culture of ownership and continuous learning.

Specifically, your focus will be to:

- Lead and coach a team of Technical Support Engineers focused on delivering an exceptional customer experience
- Guide real-time queue management and escalation handling while fostering professional development
- Collaborate cross-functionally to streamline processes and influence product and support improvements
- Embed yourself within the team to ensure a high-performing, inclusive, and supportive environment

The skills and qualities you’ll bring include:

- Communicate clearly, constructively, and with empathy across technical and non-technical audiences
- Consistently prioritize the customer experience in decision-makin
- Comfortable navigating ambiguity and making informed, outcome-driven decisions
- Lift others up and contribute to a healthy, respectful, and inclusive team culture
- Worked directly with customers solving complex technical problems
- Led initiatives, mentored teammates, or formally managed a team
- Familiar with performance metrics, queue management, and process optimization
- Know how to handle high-priority issues and can lead others through them
- Take a methodical approach to diagnosing root causes and driving resolution
- Experience supporting or using modern software platforms, APIs, and cloud-based environments
- Create clear, helpful, and scalable documentation and team update

**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-NR1

**_Security and Compliance_**:

- Rapid7 is committed to keeping customers secure. As a first line of defense, all employees are expected to uphold the highest standards of security and privacy, ensuring the protection of sensitive information and compliance with relevant regulation_s.

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