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Tech Support Manager

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Rapid7

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Location:
India , Pune

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Category:
IT - Administration

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Contract Type:
Not provided

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Salary:

Not provided
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Job Description:

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. 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.

Job Responsibility:

  • Work in EST/ 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

Requirements:

  • 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

Additional Information:

Job Posted:
March 21, 2026

Work Type:
Hybrid work
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