Manager, Technical Support
We are looking to add a dynamic Manager of Technical Support to lead a team of skilled technical support engineers, enhance our operational processes, and elevate our customer experience. This is a hybrid role based out of our Center of Excellence in Belfast, Northern Ireland.
About the Role
The Manager of Technical Support 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 a team of technical support engineers with mixed backgrounds to consistently achieve great customer outcomes and organizational goals.
- Continuously monitor for and address performance gaps. Coach individuals on the expected deliverables and paths to deliver them.
- Drive high employee engagement by fostering team identity, illustrating team impact, deliberate promotion of growth opportunities, etc.
- Translate the Rapid7 business goals to digestible rally points, help to navigate uncertainties, and energize the team with a customer-centric positive attitude.
- Continuously manage the service quality by reviewing metrics, monitoring for operational gaps, and proactively addressing them in partnership with other managers.
- Act as a reliable and valuable resource for adjacent customer-facing teams (e.g. Customer Success) to drive customer outcomes through fast and effective resolution of escalations, proactive initiatives to drive customer success, and continuous improvement of cross-functional collaboration.
- Establish productive working relationships with relevant members of the Engineering & Product teams to improve the customer experience with Rapid7 solutions
- Develop the Global Support talent through mentorship, fleshing out professional passions, and collaborating on career development plans.
The qualifications you'll bring include:
- 2-5 years of management experience in a technical customer support environment, including demonstrable leadership progression in the role.
- Experience with software support within SaaS environments, with security experience preferred.
- Skills to effectively lead small- to medium-sized teams of entry-level talent to consistently achieve operational goals in a highly dynamic environment.
- Excellent skills in communication and developing meaningful relationships to drive customer success cross-functionally.
- Experience in managing cases and workloads in Salesforce Service Cloud.
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.
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 10,000 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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