Senior Manager, Technical Support

Rapid7 is looking for a strategic leader to manage our expanding Pune Center of Excellence. You will lead a team of technical support managers to ensure excellent service delivery for Rapid7 customers across the globe. This is a hybrid role based out of our office in Pune, India.
About the Team
The Global Support organization at Rapid7 delivers the partnership that our customers need to achieve their security goals with our comprehensive portfolio of cybersecurity solutions. We're an award-winning team, solving some of the most technically complex support problems in the industry, and working at the sharp edge of operational nuance.
About the Role
As a Senior Manager, Technical Support , your primary responsibility will be to manage the Pune Center of Excellence technical support teams. Specifically, your focus will be to:

• Own the customer outcomes for the global customers serviced by the Pune Center of Excellence.
• Set high customer service standards in the Pune Center of Excellence and coach line managers to enforce them effectively.
• Manage the operational health of the Pune Center of Excellence, ensuring excellent capacity, productivity, quality, performance, and culture management.
• Manage structural risks related to high engagement, efficient team structure, attrition risks, site-specific policies, etc, to sustain high customer service standards long-term.
• Active involvement in addressing complex/cross-functional factors to customer experience.

The skills and qualities you'll bring include:
Role-Specific Skills

• 10+ years of demonstrated experience in leading large, modern technical support teams to achieve strong service delivery consistently.
• Excellent understanding of service management principles.
• Strong command of internal and external risks in technical support teams, including risks specific to India.
• Excellent communication skills and the ability to develop meaningful relationships to drive cross-functional customer success.
• Ability to operate at the intersection of team and business leadership.

Critical Core Skills & Behaviors

• Exceptional ability to build high-performing teams and coach rising talent into the spotlight.
• Strong ability to translate business objectives into guidance for frontline staff.
• Ability to manage frontline managers.
• Excellent organizational skills and the ability to operate within multiple parallel contexts.
• 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 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.