Manager, Technical Support
- Rapid7
- 3 - 5 years
- Pune
- 9 months ago
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Job Description
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:
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Lead and coach a team of highly skilled technical support engineers to successfully resolve and prevent customer challenges
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Measure and manage the team to Rapid7s customer and business goals, and work with the Global Support Leadership team to refine metrics and goals
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Develop Global Support team members via active coaching, performance management, and building career development plans
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Work with members of Rapid7s Engineering & Products teams to identify opportunities to improve product supportability and the customer experience
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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.
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Collaborate with other members of the Global Support team to build sustainable, frictionless, and consistent global processes to meet customer needs
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Understanding the importance of team culture and helping to build a team with a can do attitude
The skills youll bring include:
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3-5 years of management experience in a technical customer support environment, including with demonstrable leadership progression in role
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Experience with software support within SaaS environments, with security experience preferred
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Demonstrated experience delivering Western service models with local talent.
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Demonstrated success leading small to medium sized teams to achieve and exceed operational goals
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Experience communicating highly technical concepts to a non-technical audience
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Experience working cross-functionally, learning and developing meaningful internal relationships to drive customer success
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Ability to build and maintain meaningful customer relationships in the pursuit of driving impeccable customer satisfaction
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Experience in managing cases and workload in Salesforce Service Cloud.
Job Classification
Industry: Law Enforcement / Security ServicesFunctional Area / Department: IT & Information SecurityRole Category: IT SupportRole: Head - Tech SupportEmployement Type: Full timeContact Details:
Company: Rapid7Location(s): Pune
Keyskills: Technical Support Manager
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