Technical Support Team Lead

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. This is a hybrid role based at our Belfast office.
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
• Bring experience in at least one of these domains: application security, vulnerability management, detection & response, patching or IT operations
• 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
• Core Value Embodiment: Embody our core values to foster a culture of excellence that drives meaningful impact and collective success.

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, 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.
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