Technical Support Manager

| Austin
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Job Responsibilities:

  • Lead and coach a team of highly skilled technical support engineers to successfully resolve and prevent customer challenges
  • Partner with Customer Success Management and other Go-to-Market teams to develop account plans and engage customers in order to facilitate product adoption and resolve existing issues.
  • Collaborate with other members of the Global Support team to build sustainable, frictionless, and consistent global processes to meet customer needs
  • Develop Global Support team members via active coaching and building career development plans
  • Work with members of Rapid7’s Customer Delivery Practices to identify opportunities to improve product supportability and the customer experience
  • 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
  • Understanding the importance of team culture and helping to build a team with a “can do” attitude.

Job Qualifications

  • 3-5 years of management experience in a technical customer support environment

  • Experience with software support, preferably SaaS environments

  • Experience with supporting cloud based applications

  • Bachelor’s degree (Computer Science, Management Information Systems, a similar technical field) or equivalent experience

  • 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

  • Unrelenting passion for customer satisfaction, security technology, and innovation

  • Experience in security is preferred, but not required

Personal Skills & Attributes

  • Strong work ethic and enjoy taking ownership of projects

  • Methodical in approach to both implementations and troubleshooting of issues

  • Strong client relationship & management skills

  • Commitment to high quality of work

  • Endeavor to show attention to detail and accuracy which is reflected in documentation / reports

  • Excellent organizational skills and can transition between working as a part of a larger team or singularly, or to managing several resources on multiple project sections

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Location

Rapid7 is conveniently located in downtown Austin, with plenty of restaurants, bars, and public transport close by.

An Insider's view of Rapid7

What’s the vibe like in the office?

It has all the perks of a startup but well structured, goal driven, and supported growth as an employee from start to finish. Several places to relax or wind down after a call, and working in one of the most iconic buildings downtown. Welcome to the Austin office!

Chris

Senior Business Development Representative

What are Rapid7 Perks + Benefits

Culture
Volunteer in local community
Open office floor plan
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Employee Stock Purchase Plan
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Family Medical Leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Game Room
Stocked Kitchen
Parking
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences
Promote from within
Time allotted for learning
Online course subscriptions available
Paid industry certifications
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