Rapid7 · 4 months ago
Senior Escalation Manager, Global Support
US - FL - Tampa
Full-time
Onsite
Senior Level
5+ years expRapid7 is focused on creating a secure digital world for its customers and communities. They are seeking a Senior Escalation Manager to lead complex customer escalations, ensuring fast resolution and improving customer trust and retention while collaborating across various functions.
AnalyticsCyber SecurityEnterprise SoftwareNetwork SecurityRisk Management
Responsibilities
Own high-severity escalations: triage, create action plans, align stakeholders, manage status communications, and close with customer commitments met or exceeded
Lead Multi-Customer Events (MCEs): act as incident commander during outages or critical defects, coordinate cross-functional response, manage the narrative, and drive accountable post-mortems
Control the narrative: craft clear, business-context-aware updates for executives and customer sponsors; set tone, cadence, and clarity of communications
Translate escalations into opportunities: identify expansion and retention plays, adoption motions, and services engagements
Surface early warning signals: track patterns across tickets, telemetry, and sentiment; intervene proactively before issues escalate
Identify and close process/tool gaps: improve workflows across Support, Engineering, and Services with measurable impact on resolution times
Coordinate across systems (Salesforce, Jira, Confluence) to ensure visibility, ownership, and accurate case data
Measure and report: build concise dashboards and briefs on escalation health, customer impact, and learnings to inform leadership and product roadmaps
Qualification
Required
Strong business acumen: connect technical issues to business impact and tailor responses accordingly
Proven ability to manage executive-level communications during high-severity incidents or outages
Mastery in de-escalation: using empathy, clarity, and credible plans under pressure
Experience turning escalations into opportunities for retention or expansion
Active listening and observation skills: able to read the room and adapt quickly
5+ years in Customer Support, Customer Success, Services, or Operations roles in enterprise B2B software or cybersecurity, with focus on escalations or incident management
Strong cross-functional leadership and influence skills, working across Support, CS, Sales, Deployment, PS, Managed Teams, and Engineering
Excellent written and verbal communication, able to distill complex information into succinct, outcome-oriented updates
Comfort with data and tooling (Salesforce, Jira, Confluence) to drive visibility and accountability
Project/program management experience (ITIL/PMI/Agile familiarity a plus)
Operates with urgency, ownership, and precision; exceptional time management and follow-through
Company
Rapid7
Rapid7 is a cybersecurity company that helps organizations detect and respond to security threats effectively.
1001-5000 employees
H1B Sponsorship
Rapid7 has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (5)
2024 (6)
2023 (7)
2022 (17)
2021 (11)
2020 (7)
Funding
Current Stage
Public CompanyTotal Funding
$350.5MKey Investors
Bain Capital Ventures
2024-06-26Post Ipo Equity
2023-09-07Grant· $1.5M
2023-09-06Post Ipo Debt· $260M
Leadership Team
Corey Thomas
Chief Executive Officer
Raj Samani
SVP, Chief Scientist
Recent News
2026-01-09
2025-12-10
Company data provided by crunchbase