Manager, Technical Support (Pacific Shift)

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, including with demonstrable leadership progression in role.
• Experience with software support within SaaS environments, with security experience preferred.
• 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.

We know that the best ideas and solutions come from multi-dimensional teams-those that reflect a variety of backgrounds, experiences, and perspectives. If you're excited about this role and believe your experience can make an impact, 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.