Manager of Technical Support

We are looking to add a dynamic Manager of Technical Support to lead a team of skilled technical support engineers, enhance our operational processes, and elevate our customer experience. This is a hybrid role based out of our Center of Excellence in Belfast, Northern Ireland. About the Role The Manager of Technical Support 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:

• Lead a team of technical support engineers with mixed backgrounds to consistently achieve great customer outcomes and organizational goals.
• Continuously monitor for and address performance gaps. Coach individuals on the expected deliverables and paths to deliver them.
• Drive high employee engagement by fostering team identity, illustrating team impact, deliberate promotion of growth opportunities, etc.
• Translate the Rapid7 business goals to digestible rally points, help to navigate uncertainties, and energize the team with a customer-centric positive attitude.
• Continuously manage the service quality by reviewing metrics, monitoring for operational gaps, and proactively addressing them in partnership with other managers.
• Act as a reliable and valuable resource for adjacent customer-facing teams (e.g. Customer Success) to drive customer outcomes through fast and effective resolution of escalations, proactive initiatives to drive customer success, and continuous improvement of cross-functional collaboration.
• Establish productive working relationships with relevant members of the Engineering & Product teams to improve the customer experience with Rapid7 solutions
• Develop the Global Support talent through mentorship, fleshing out professional passions, and collaborating on career development plans.

• 2-5 years of management experience in a technical customer support environment, including demonstrable leadership progression in the role.
• Experience with software support within SaaS environments, with security experience preferred.
• Skills to effectively lead small- to medium-sized teams of entry-level talent to consistently achieve operational goals in a highly dynamic environment.
• Excellent skills in communication and developing meaningful relationships to drive customer success cross-functionally.
• Experience in managing cases and workloads in Salesforce Service Cloud. 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.