The Senior Technical Trainer will design, deliver, and continuously improve training programs that equip Technical Support Engineers with the technical, behavioral, and operational skills required to service Rapid7 customers to a high standard. The role is critical to accelerating new hire readiness, improving case handling quality, and supporting the long-term success of the Global Support.
About the Team
The Global Support organization at Rapid7 partners with customers to help them achieve their security goals across our comprehensive cybersecurity platform. Our Technical Support teams, operating from three global Centers of Excellence, deliver industry-leading support to more than 11,000 customers by bridging the gap between their security objectives and the practical capabilities of their teams.
About the Role
As a Senior Technical Trainer, your primary responsibility will be to develop and deliver training curricula that set our technical support engineers up for success in servicing Rapid7 customers. Specifically, your focus will be to:
- Facilitate new hire training covering technical fundamentals, product usage, and communication skills.
- Conduct continuous learning programs aligned with Global Support goals.
- Design and maintain training content, SOPs, resource libraries, and e-learning modules.
- Assess learning effectiveness and track new hire performance during ramp-up.
- Deliver soft skills and communication training using real customer scenarios.
- Collaborate with subject matter experts to incorporate their insights into the training content.
The skills and qualities you'll bring include:
Role-Specific Skills
- 10+ years of experience in Technical Support Training, or similar L&D roles.
- Experience working in the SaaS space, with cybersecurity experience preferred.
- Demonstrated technical skills in computer networks, system administration, cloud computing, and cybersecurity.
- Demonstrated ability to provide effective training that optimizes customer outcomes with time to value.
- Skills in rapid development and adjustment of curricula, learning paths, and proficiency tests.
Critical Core Skills & Behaviors
- Excellent communication skills.
- Accountability for high standards of technical proficiency.
- Adaptability to rapid change in technical training priorities.
- Core Value Embodiment: Embody our core values to foster a culture of excellence that drives meaningful impact and collective success.
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.
Top Skills
What the Team is Saying
What We Do
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.
Why Work With Us
With our products, research, and open source communities, we’re building a secure digital future for everyone. This means constantly learning and evolving in an industry that’s anything but stagnant. You’ll be faced with tough challenges, and given the support to find creative solutions that drive our business, and your career forward.
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Rapid7 Offices
Hybrid Workspace
Employees engage in a combination of remote and on-site work.
Our default working model is hybrid, with employees working three days per week in the office. This approach underpins our commitment to flexibility and adaptability while supporting our dedication to development, teamwork and customer purpose.
