Rapid7 is looking for a compassionate and technically minded leader with strong collaborative problem solving and support skills to join our SOAR team. The SOAR team at Rapid7 develops InsightConnect (our SOAR offering) and drives automation and product integration across the entire Rapid7 product portfolio. It is a fast-paced and innovative space and you would be directly involved in shaping the future of automation at Rapid7 for our customers.

In this role, you will bring your experience with customer support and your problem solving skills to drive positive customer outcomes at scale. Through direct customer interaction, partnering with customer facing teams, and developing and analyzing metrics, you will directly influence both product development and customer support without direct management responsibility.

Essential Responsibilities:

• Provide the voice of the customer in the InsightConnect Leadership team to drive more customer centric decision making and awareness of customer impacts

• Assist Product Management with the triaging of feature requests and help advocate for product functionality that will address trending issues for our customers

• Analyze cases, defect qualification issue and defects in order to provide insights into prioritization of customer experiences for practice investment and measure of the investment's impact on customer experience

• Partner closely with the support organization and customer experience to develop the process for using customer sentiment and customer satisfaction to drive impact and provide feedback to customers on our actions

• Drive analysis of specific customer experiences to drive learning from successful and unsuccessful interactions including post mortems that derive root cause, common characteristics and hypotheses for improved experiences for all customers

• Present practice specific customer support, sentiment and satisfaction data and insights to partner organizations including marketing, sales, support, and services

• Partner with the product team and support training to bring the customer perspective to developing plans for communication and training on the product for customers and the support organization

• Represent the InsightConnect team within the Executive Escalation process by helping drive success for customers identified to be at risk and assist in resolving the at risk situation by collaborating with other key practice members.

• Collaborate with and across Customer Support Advisors in all the practices to develop standards and drive best practices for support methodologies and processes

• Collaborate with and across Product Operations Managers in all the practices to develop standards and drive best practices implemented for Engineering

Job Requirements:

• 3 to 5+ years experience in a support organization is required

• 3+ years experience working directly with customers and advising on best practice recommendations, and strategic guidance with a strong focus on driving retention 

• Deep technical knowledge of IT, Security Infrastructure is highly desirable 

• Strong understanding of API fundamentals and/or computer science background

• Strong data analysis, verbal, written, and visual communication and presentation skills 

Location: Anywhere in the US

Education: Bachelor's degree, Engineering / CS / MIS Degree preferred

Equal Opportunity Employer 

Here at Rapid7, we fundamentally believe that every person deserves an equal opportunity to build an exceptional career! We embrace our similarities, celebrate our differences and firmly believe that EVERYONE has the right to be treated with respect and dignity. We have a ZERO tolerance policy for discrimination based on race, ethnicity, religion, gender, sexual orientation, gender identity, national origin, disability, veteran status, marital status, or any other status protected under federal, state, or local law. More importantly though, we just fundamentally believe it's the right way to build a business and healthy community. We pride ourselves on our unique culture and our commitment to diversity, equity, and inclusion--it is the stitch that holds the fabric of our culture together!