Manager, Technical Support

We are looking for a dynamic and collaborative Technical Support Manager to join our Center of Excellence in Belfast. This hybrid role will lead a team of highly skilled Technical Support Engineers, enhance operational processes, and elevate our customer experience. The ideal candidate will be passionate about people development, service excellence, and driving continuous improvement while fostering a high-performing, customer-centric culture.About The TeamRapid7s Global Support organization works closely with customers to troubleshoot complex issues, improve product supportability, and ensure a seamless experience across the Rapid7 Command Platform. Our Technical Support Engineers partner cross-functionally with Product, Engineering, and Customer Success to deliver timely, quality resolutions and insights that strengthen customer outcomes and reduce support burden.About The RoleAs a Manager of Technical Support, your primary responsibility will be to lead and develop a global-leaning team of Technical Support Engineers who consistently deliver exceptional service and technical excellence. You will champion operational improvements, expand technical expertise, and collaborate cross-functionally to enhance the customer experience. Over time, you will become a trusted voice in the Global Support organization, shaping processes, people, and tools that improve scalability and performance. Specifically, your focus will be to:Lead and coach a high-performing team of Technical Support Engineers to deliver exceptional customer outcomes and meet key performance goals.Manage customer experience risks by reviewing support cases to identify trends, team performance insights, and systemic challenges.Develop team members through coaching, structured development plans, and ongoing feedback.Collaborate cross-regionally and cross-functionally with Global Support, Engineering, and Product teams to address systemic risks and improve supportability.Manage service operations holistically to ensure a smooth, consistent customer experience.Build a highly engaged team that is greater than the sum of its parts through strong communication, accountability, and collaboration.Drive adoption of AI tools to enhance team productivity, efficiency, and consistency.Expand the teams technical knowledge of the Rapid7 Command Platform while developing deep specialization across product areas.The Skills And Qualities Youll Bring Include25 years of leadership or management experience leading technical teams, ideally within technical support.Experience working in SaaS software support, with cybersecurity exposure preferred.Excellent problem-solving, analytical, and troubleshooting skills, including comfort analysing complex datasets.Ability to lead small- to medium-sized teams in a dynamic, rapidly evolving environment while consistently achieving goals.Strong technical fluency with the ability to understand programming fundamentals, reason about automation and integration workflows, and communicate effectively with technical teams.Excellent communication and relationship-building skills, enabling effective cross-functional collaboration and customer-centric thinking.Core Value Embodiment - Embody our core values to foster a culture of excellence that drives meaningful impact and collective success.We know that the best ideas and solutions come from multi-dimensional teamsthose that reflect a variety of backgrounds, experiences, and perspectives. If youre excited about this role and believe your experience can make an impact, dont be shy apply today.About Rapid7At Rapid7, our vision is to create a secure digital world for our customers, our industry, and our communities. We do this by harnessing our collective expertise and passion to challenge whats possible and drive extraordinary impact. Were building a dynamic and collaborative workplace where new ideas are welcome.Protecting 11,000+ customers against bad actors and threats means were continuing to push the envelope just like we ve been doing for the past 20 years. If you re ready to solve some of the toughest challenges in cybersecurity, were ready to help you take command of your career. Join us.

Created: 2025-12-12