Manager, Technical Support (Pacific Shift)

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.