▷ [13/10/2025] Manager, Technical Support

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 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 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-MM10 Security and Compliance Rapid7 is committed to keeping customers secure As a first line of defense all employees are expected to uphold the highest standards of security and privacy ensuring the protection of sensitive information and compliance with relevant regulations Apply Now First Name required 9fd35c12 Last Name required 7b5e2ae0 Email required 18a61ce9 Apply Please wait Done We have emailed you a code to verify your identity Please check your spam junk folder if you don t receive the email in your inbox Please enter your validation code Verify Please wait Done Application loading Sign Up for Job Alerts Job Alert 38438b66 Departments 1398b98c Departments 09668929 Locations 15bc5c88 Locations fa200cfe First Name required 6eb3682a Last Name required 8358aa29 Email required 1e026d9a Send Please wait Done We have emailed you a code to verify your identity Please check your spam junk folder if you don t receive the email in your inbox Please enter your validation code Verify Please wait Done Thank you Jobs you may be interested in Rapid7 VP of Global Channel Sales and Alliances Rapid7 is on a mission to create a secure digital world We re seeking an accomplished Vice President of Global Channel Sales and Alliances to lead and inspire our Global Channel Sales organization Director Forecasting Business Planning Rapid7 is looking for an experienced and passionate leader to join us in a new role as the Director for Forecasting Business Planning In this position you will play a critical role in ensuring Rapid7 s The Remediation Analyst will be responsible for the takedown of cyber threats that our customers face as well as investigating the most efficient way to eliminate the threat besides working with vendors About the Team The Remediation Team is on Do you enjoy information security research and threat intelligence Do you have experience tracking nation state and cyber criminal threat actors Would you like the opportunity to research and report on the latest threats and techniques used by a Apply Now First Name required d82d8846 Last Name required 33d967c8 Email required c7a44fc7 Apply Please wait Done We have emailed you a code to verify your identity Please check your spam junk folder if you don t receive the email in your inbox Please enter your validation code Verify Please wait Done Application loading CUSTOMER SUPPORT SALES SUPPORT Need immediate help with a breach CLICK HERE SOLUTIONS SUPPORT RESOURCES ABOUT US CONNECT WITH US Rapid7 Not ready to apply Before you leave complete the form below to join our talent community so we can stay in touch First Name required def14830 Last Name required eb86b185 Email required 0ecf0ae9 What is your preferred working location required 87aa5748 Submit Please wait Done We have emailed you a code to verify your identity Please check your spam junk folder if you don t receive the email in your inbox Please enter your validation code Verify Please wait Done Thank you Close Rapid7 uses cookies and similar technologies as strictly necessary to make our site work We and our partners would also like to set additional cookies to analyze your use of our site to personalize and enhance your visit to our site and to show you more relevant content and advertising These will be set only if you accept You can always review and change your cookie preferences through our cookie settings page For more information please read our Privacy Statement Manage Consent Preferences Strictly Necessary Cookies This cookie is necessary for the website to function and cannot be switched off in our systems They are usually only set in response to actions made by you which amount to a request for services such as setting your privacy preferences logging in or filling in forms You can set your browser to block or alert you about these cookies but some parts of the site will not then work Performance Cookies These cookies allow us to count visits and traffic sources so we can measure and improve the performance of our site They help us to know which pages are the most and least popular and see how visitors move around the site If you do not allow these cookie we will not know when you have visited our site and will not be able to monitor its performance