Own team performance against customer and business goals while partnering with global support leadership to refine operational metrics.
Partner cross-functionally with Engineering and Product teams to improve product supportability and address the root causes of customer pain.
Resolve critical escalations quickly via our OneEscalation process and act on proactive issues surfaced by intelligent alerting in partnership with Customer Success and Sales.
Collaborate with global peers to build scalable, consistent support processes across all operating regions.
Champion a culture of ownership, accountability, and continuous improvement across the Belfast team.
The skills and qualities you’ll bring include
Bring 5-7 years of progressive management experience in technical customer support, including managing people managers.
Demonstrate a proven track record of leading teams through significant organizational, process, or tooling change.
Showcase innovation by identifying operational improvements, driving adoption, and measuring business impact.
Demonstrate strong functional experience supporting SaaS platforms, with cybersecurity experience preferred.
Translate complex technical concepts clearly for non-technical stakeholders and executive leadership.
Build strong cross-functional partnerships and influence effectively across engineering, product, and go-to-market teams.
Drive decision-making by evaluating risks and taking action to resolve challenges and maintain operational momentum.
Navigate change and ambiguity actively, driving forward momentum and guiding teams through evolving priorities.
Demonstrate accountability by holding self and team responsible for delivering high-impact business outcomes.
Leverage strong self-awareness to adapt leadership style to group dynamics and foster inclusive team growth.
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 teams. That’s because these teams reflect a variety of backgrounds and professional experiences. If you are excited about this role and feel your experience can make an impact, please don’t be shy - apply today.
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About Rapid7
At 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 what’s possible and drive extraordinary impact. We’re building a dynamic and collaborative workplace where new ideas are welcome.
Protecting 11,500+ customers against bad actors and threats means we’re 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, we’re ready to help you take command of your career. Join us.
