Shift pattern 12pm - 9pm Rapid7 is a publicly traded Cybersecurity company headquartered in Boston MA with 17 offices around the world We are expanding our Global footprint into India and as a result of this expansion we are looking for a Manager of Technical Support Engineering to join us to lead develop a team of skilled engineers enhance our operational processes and elevate our customer experience This is an exciting opportunity to be one of our first few hires in 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 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 10 years of technical experience and 5 years of management experience in a technical customer support workplace 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 Teams reflecting 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 we are on a mission to create a secure digital world for our customers our industry and our communities We do this by embracing tenacity passion and collaboration to challenge what s possible and drive extraordinary impact Here we re building a dynamic workplace where everyone can have the career experience of a lifetime We challenge ourselves to grow to our full potential We learn from our missteps and celebrate our victories We come to work every day to push boundaries in cybersecurity and keep our 11 000 global customers ahead of whatever s next Join us and bring your unique experiences and perspectives to tackle some of the world s biggest security challenges LI-SJ1

📌 Manager, Technical Support (Maharashtra)
🏢 Rapid7
📍 Maharashtra