Senior Manager, Technical Support

We are looking to add a Senior Manager of Technical Support Engineering to lead a team of technical engineers, enhance our operational processes, and elevate our customer experience.
Rapid7 is a hybrid company, the expectation for this role is 3 days onsite / 2 days remote. Our Tampa office is located in Channelside, parking is included.
About the Team
The Global Support organization at Rapid7 delivers the partnership that our customers need to achieve their security goals with our comprehensive portfolio of cyber security solutions. We've built a Center of Excellence in our Global Support team in Tampa, Florida. This team excels in providing industry-leading support to our 11,000+ customers, by being highly focused on swarming on their issues together to deliver resolution as soon as possible.
About the Role
The Senior Manager of Technical Support will deliver exemplary service performance, and foster a strong technical and service culture of excellence. This leader will place an emphasis on collaboration, hire team members with a strong sense of initiative, and a pride in ownership of resolving these issues, while continuously improving along the way. Over time, this leader will become a trusted voice in the Global Support organization who drives improvements in process, people, and our tooling that improves our customer's experience while also reducing the support burden. We expect this leader to lead cross-functional initiatives & processes, including program management of certain key functions.
In this role, you will:

• Lead and coach a team of highly skilled technical support engineers to successfully resolve and prevent customer challenges
• Develop Global Support team members via active coaching and building career development plans
• 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
• Cross-functional Collaboration: Partner with engineering, product, customer success and other global teams to advocate for customers and ensure swift resolution of incidents and system outages.
• Managing Conflict: Skillfully de-escalate customer and internal conflicts, coaching the team on effective resolution strategies.
• Navigating Change & Ambiguity: Empower your team to make decisions and drive solutions in ambiguous situations with limited information.
• Accountability: Instill a culture of ownership for team metrics and the end-to-end customer experience.
• Never Done attitude: Work with members of Rapid7's Engineering & Products teams to identify opportunities to improve product supportability and the customer experience
• Drive successful and timely resolution to escalations via our OneEscalation process.

The skills you'll bring include:

• 5-7 years of management experience in a technical customer support environment, including with demonstrable leadership progression in role
• 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
• Strong work ethic and enjoy taking ownership of projects
• Methodical in approach to both implementations and troubleshooting of issues
• 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

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.
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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.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability, protected veteran status or any other status protected by applicable national, federal, state or local law.