Global Technical Support Leader – Cybersecurity

Divvy Cloud Corp.; Belfast City District; Hybrid; GBP 85,000 - 110,000; Full time

Job summary

Rapid7’s Global Support team is seeking a Senior Manager of Technical Support to lead a high-performing team in Belfast. You will coach engineers, shape how we deliver for customers, and define world-class support in cybersecurity.

You will drive cross-functional change, own performance metrics, and partner with Engineering and Product to improve product supportability, while championing ownership and continuous improvement across the Belfast team.

Qualifications

• 5-7 years of progressive management experience in technical customer support, including managing people managers.
• Proven track record of leading teams through organizational, process, or tooling change.
• Experience driving adoption of new processes and tools in a SaaS environment.
• Strong ability to translate complex technical concepts for non-technical stakeholders.

Responsibilities

• Lead, coach, and develop technical support engineers and managers through clear career progression plans.
• Drive operational change by identifying opportunities across processes, tools, and ways of working, building business cases, and leading adoption.
• Own team performance against customer and business goals while partnering with global leadership to refine operational metrics.
• Partner cross-functionally with Engineering and Product teams to improve product supportability and address 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.

Skills

People management

Change leadership

Cross-functional collaboration

SaaS support

Cybersecurity experience

Executive communication

Influence and stakeholder management

Job description

Rapid7’s Global Support team is seeking a Senior Manager of Technical Support to lead a high-performing team in Belfast. You will coach engineers, shape how we deliver for customers, and define world-class support in cybersecurity.

You will drive cross-functional change, own performance metrics, and partner with Engineering and Product to improve product supportability, while championing ownership and continuous improvement across the Belfast team.