Rapid7 · 1 day ago
Manager, Technical Support
Tampa, FL
Full-time
Hybrid
Mid Level
3+ years expRapid7 is a cybersecurity company that focuses on creating a secure digital world for its customers. The Manager of Technical Support Engineering will lead a team of engineers to enhance operational processes and improve customer experience while ensuring high service performance and continuous improvement.
AnalyticsCyber SecurityEnterprise SoftwareNetwork SecurityRisk Management
Hiring Manager
Mary Catherine (MC) Reading
Responsibilities
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
Coach and develop Global Support team members by providing active coaching, performance management, and career development plans, while offering regular, constructive feedback to help new hires navigate challenges and accelerate their learning curve
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
Qualification
Required
3-5 years of management experience in a technical customer support environment, including with demonstrable leadership progression in role
Demonstrated success leading small to medium sized teams to achieve and exceed operational goals
Ability to build and maintain meaningful relationships internally & externally in the pursuit of driving impeccable customer satisfaction
Cross-functional Collaboration: Partner with engineering, product, and other global teams to advocate for customers and ensure swift resolution of incidents and system outages
Managing Conflict: Skillfully de-escalate customer and internal conflicts, coaching the team on effective resolution strategies
Navigating Change & Ambiguity: Empower your team to make decisions and drive solutions in ambiguous situations with limited information
Accountability: Instill a culture of ownership for team metrics and the end-to-end customer experience
Preferred
Experience with software support within SaaS environments, security experience preferred
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
2025-12-10
Company data provided by crunchbase