Rapid7 is a leading provider of security data and analytics solutions that enable organizations to implement an active, analytics-driven approach to cyber security. We combine our extensive experience in security data and analytics and deep insight into attacker behaviours and techniques to make sense of the wealth of data available to organizations about their IT environments and users. Our solutions empower organizations to prevent attacks by providing visibility into vulnerabilities and to rapidly detect compromises, respond to breaches, and correct the underlying causes of attacks.

Rapid7 is trusted by more than 4000 organizations across 90 countries, including 34% of the Fortune 1000

Role

The Support Coordinator works with the Global Support Leadership, Technical Support Engineers and key internal stakeholders to ensure key customer support milestones are being achieved and to identify/implement opportunities to improve Global Customer Support workflows and tooling. 

The role will report directly into Global Support Senior Management and be integral to keeping our customer central to everything we do with Technical Customer Support team 

Key Responsibilities

• Track support cases and sustaining requests that are not meeting key customer milestones and collaborate with Support Leaders to ensure customer commitments are achieved or exceeded.

• Monitor customer relevant defects that require Support input to accelerate the defect resolution process.

• Identify process/tool/data gaps preventing successful and rapid case resolution; work with Support Leadership to prioritize and close the gaps

• Run the daily Support case prioritization process with our internal stakeholders. This includes working with action owners (and leadership) to ensure closed loop follow up on agreed actions as well as identifying emerging/ongoing trends for the Leadership team to address.

• Coordinate the process and playbook when multi-customer support issues occur

• Manage customer communication projects in collaboration with other customer facing departments

• Work with Support Leadership to gather information on issues and trends to share with Practice Leadership

Requirements

• Excellent accuracy and attention to detail

• Excellent organizational skills

• Excellent communicator, being able to distill information into succinct updates

• An advocate for the team and strong team player 

• Strong ability to influence others to meet our customer's expectation

• Proactively identify areas of improvement and ways to streamline processes

• Confident self-starter with ability to prioritize and manage yourself to get things done with minimal oversight

• Excellent time management skills, with superior follow-through

• Strong ability to work under pressure and to deadlines

• Strong ability to work independently and adapt to change

• Project management experience would be an advantage

• Experience with Salesforce, Jira, and Confluence or comparable systems is expected