Senior Manager, Technical Support

Divvy Cloud Corp.; Belfast City District; Hybride; GBP 85 000 - 110 000; Plein temps

Résumé du poste

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.

Responsabilités

• 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.

Connaissances

People management

Change leadership

Cross-functional collaboration

SaaS support

Cybersecurity experience

Executive communication

Influence and stakeholder management

Description du poste

Rapid7’s Global Support team is at an inflection point, and we’re looking for a Senior Manager of Technical Support to lead it forward. You’ll lead a team of highly skilled engineers in Belfast, reshape how we deliver for customers, and help define what world-class support looks like in cybersecurity. This is a role for a leader who has guided teams through meaningful change, challenges the status quo, and has the track record to show that new ideas can become better outcomes.

About the Team

Global Support is how Rapid7 shows up for the 11,000+ customers who rely on us to achieve their security goals. Our engineers don’t work tickets in isolation; they swarm on problems together to get customers to resolution fast. You’ll join a global leadership team that is invested in raising the bar on technical depth, speed, and customer experience, and you’ll help shape where we go next.

About the Role

As a Senior Manager, Technical Support, your primary responsibility will be to lead, coach, and scale a high-performing technical support engineering team while driving cross-functional change and service delivery improvements across Global Support. Specifically, your focus will be to:

• 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 teams through adoption.
• 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.

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.