Sr Manager, Technical Support

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’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.

Embod 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.

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. Rapid7 is creating a more secure digital future for all by helping organizations strengthen their security programs in the face of accelerating digital transformation. Our portfolio of best‑in‑class solutions empowers security professionals to manage risk and eliminate threats across the entire threat landscape from apps to the cloud to traditional infrastructure to the dark web. We foster open source communities and cutting‑edge research–using these insights to optimize our products and arm the global security community with the latest in attacker methodology. Trusted by more than 11,000 customers worldwide, our industry‑leading solutions and services help businesses stay ahead of attackers, ahead of the competition, and future‑ready for what’s next.