Senior Manager, Cybersecurity Support & Transformation

Rapid7 International Limited; Belfast City District; On-site; GBP 90,000 - 130,000; Full time

Job summary

Rapid7 Belfast seeks a Senior Manager, Technical Support to lead and scale a high-performing engineering support team. You will coach engineers and managers, drive operational improvements, and partner with Engineering, Product, and Sales to raise customer outcomes in cybersecurity.

You’ll shape global support delivery, own performance metrics, and champion a culture of ownership and continuous improvement while navigating complex priorities in a fast-growing cybersecurity company.

Qualifications

• 5–7 years of progressive management in technical customer support.
• Experience leading teams through organizational, process, or tooling change.
• Proven ability to drive operational improvements and measure impact.
• SaaS experience with cybersecurity focus preferred.
• Ability to translate complex concepts for executives and stakeholders.
• Strong cross-functional collaboration across engineering, product, and GTM.
• Decisive risk-based decision making and action.
• Ability to navigate change and ambiguity proactively.

Responsibilities

• Lead, coach, and scale a high-performing technical support team.
• Drive cross-functional change and service delivery improvements.
• Own team performance against customer and business goals.
• Partner with Engineering and Product to improve product supportability.
• Resolve escalations quickly via OneEscalation and proactive issues.

Skills

People management

Change management

SaaS experience

Executive communication

Cross-functional collaboration

Risk decision-making

Change leadership

Accountability

Self-awareness

Job description

Rapid7 Belfast seeks a Senior Manager, Technical Support to lead and scale a high-performing engineering support team. You will coach engineers and managers, drive operational improvements, and partner with Engineering, Product, and Sales to raise customer outcomes in cybersecurity.

You’ll shape global support delivery, own performance metrics, and champion a culture of ownership and continuous improvement while navigating complex priorities in a fast-growing cybersecurity company.