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Manager, Technical Support
4 months ago
In this role within our support organisation, you will lead a team of Technical Support Engineers to deliver an industry-leading support experience. Based in our Belfast Hub, you will be a pivotal member of a highly skilled and motivated team that thrives on collaboration. You will refine and execute key team objectives while actively fostering customer adoption and retention.
About the Team
The Support team at Rapid7 plays a crucial role in the Customer Success lifecycle, providing the essential partnership our customers need to achieve their security goals with our comprehensive cybersecurity solutions. Success in this team means becoming a trusted leader within the organisation, driving improvements in people, processes, and tools to advance our vision of a Modern Support experience.
About the Role
As a Manager within the Technical Support team, you will be responsible for coaching and advancing the team to high standards of excellence. A major part of your role will involve solving problems with passion, driving operational and engagement improvements, and enhancing the skills of the team. Additionally, you will focus on maintaining and building a positive, collaborative culture within the team.
In this role, you will:
Hire, coach, motivate, and manage a high-performing team while fostering a dynamic, customer-focused culture.
Leverage both leadership and technical skills to cultivate a strong culture of excellence.
Collaborate with cross-functional teams and leadership to ensure the achievement of OKRs and high customer satisfaction.
Work with the Global Support team to develop sustainable, seamless, and consistent global processes that meet customer needs.
Measure and manage the team to achieve Rapid7’s customer and business goals, refining metrics and objectives with the Global Support Leadership team.
Recognize the importance of team culture and help build a team with a “can do” attitude.
The skills you’ll bring include:
2-5 years of management experience in a technical customer support environment
Experience with software support, preferably SaaS environments
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
We know that the best ideas and solutions come from multi-dimensional teams. That’s because these teams reflect 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.
