Manager, Technical Support (Pacific Shift)
Rapid7 is seeking a Manager for their Technical Support team based in Pune to lead operations during the PST shift. The role involves coaching a team of engineers, enhancing support processes, and collaborating with global product and sales teams to improve customer experience. Candidates must have experience in SaaS support environments and Salesforce Service Cloud. This position focuses on driving team performance and maintaining high standards in a cybersecurity support organization.
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Experience
3-5 years
Function
Support
Work mode
Hybrid, India
Company
Tier 2
What you will work on
Rapid7 is seeking a Manager for their Technical Support team based in Pune to lead operations during the PST shift. The role involves coaching a team of engineers, enhancing support processes, and collaborating with global product and sales teams to improve customer experience. Candidates must have experience in SaaS support environments and Salesforce Service Cloud. This position focuses on driving team performance and maintaining high standards in a cybersecurity support organization.
TAL's take
Solid role at a well-regarded cybersecurity company with clear leadership expectations and defined operational scope.
The role is clearly defined with specific responsibilities, shift requirements, and stack expectations.
Must haves
- 3-5 years management experience in technical customer support
- Experience with software support in SaaS environments
- Experience managing cases and workload in Salesforce Service Cloud
- Experience communicating technical concepts to non-technical audiences
Tools and skills
Nice to have: security domain experience.
About the company
Rapid7 is an established cybersecurity product company, though not a Tier-1 hyperscaler or top-tier Indian unicorn.
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