Rapid7
Manager,TechnicalSupport(PacificShift)
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optimal for Mid candidates.
“Manager, Technical Support (Pacific Shift) at Rapid7. Skills: management, technical support, customer experience, team leadership. lead/develop a team of skilled engineers. enhance operational processes”
What You'll Achieve.
high service performance; elevate our customer experience; achieve and exceed operational goals; improve product supportability and the customer experience; drive successful and fast resolution to escalations; meet customer needs; driving impeccable customer satisfaction
Industry & Context.
issue resolution; resolve and prevent customer challenges
Work in the PST shift
What They're Looking For.
Must Have
3-5 years of management experience in a technical customer support environment, including with demonstrable leadership progression in role., Experience with software support within SaaS environments, Demonstrated experience delivering Western service models with local talent., Demonstrated success leading small to medium-sized teams to achieve and exceed operational goals., 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., Experience in managing cases and workload in Salesforce Service Cloud.
Nice to Have
security experience preferred
What You'll Do.
lead/develop a team of skilled engineers
enhance operational processes
elevate customer experience
ensure high service performance
foster a culture of technical and service excellence
hire team members with a sense of initiative
instill pride in issue resolution
drive continuous improvement
and tools to improve customer experience and reduce support burden
lead and coach a team of highly skilled technical support engineers to successfully resolve and prevent customer challenges
Measure and manage the team to Rapid7’s customer and business goals
Develop Global Support team members via active coaching
performance management
and building career development plans
Work with members of Rapid7’s Engineering & Products teams to identify opportunities to improve product supportability and the customer experience
Partner with Customer Success Management
and other teams to drive successful and fast resolution to escalations via our OneEscalation process
along with resolving proactive escalations identified via AI.
Collaborate with other members of the Global Support team to build sustainable
and consistent global processes to meet customer needs
helping to build a team with a “can-do” attitude
How You'll Work.
Team & Collaboration
collaboration; Work with members of Rapid7’s Engineering & Products teams; Partner with Customer Success Management, Sales Management, and other teams; Collaborate with other members of the Global Support team
Communication Scope
Experience communicating highly technical concepts to a non-technical audience.
Full Job Description
Job Description **About the Job** We are looking to add a dynamic Manager of Technical Support Engineering to lead/develop a team of skilled engineers, enhance our operational processes, and elevate our customer experience. This is a hybrid role based out of our new office in Pune, India **About the Role** The Manager of Technical Support Engineering 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:** * Work in the **PST** **shift** to lead and coach a team of highly skilled technical support engineers to successfully resolve and prevent customer challenges * 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 * Develop Global Support team members via active coaching, performance management, and building career development plans * Work with members of Rapid7’s Engineering & Products teams to identify opportunities to improve product supportability and the customer experience * Partner with Customer Success Management, Sales Management, and other teams to drive successful and fast resolution to escalations via our OneEscalation process, along with resolving proactive escalations identified via AI. * Collaborate with other members of the Global Support team to build sustainable, frictionless, and consistent global processes to meet customer needs * Understanding the importance of team culture and helping to build a team with a “can-do” attitude **The skills you’ll bring include:** * 3-5 years of management experience in a technical customer support environment
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