Senior Manager, Technical Support
Rapid7 is seeking a strategic senior leader to manage their Pune Center of Excellence. The role focuses on overseeing customer outcomes, enforcing service standards, and managing the operational health of technical support teams. The successful candidate will coach frontline managers and handle complex cross-functional challenges. This is a hybrid leadership position requiring extensive experience in global technical support operations.
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Experience
10+ years
Function
Support
Work mode
Hybrid, India
Company
Tier 2
What you will work on
Rapid7 is seeking a strategic senior leader to manage their Pune Center of Excellence. The role focuses on overseeing customer outcomes, enforcing service standards, and managing the operational health of technical support teams. The successful candidate will coach frontline managers and handle complex cross-functional challenges. This is a hybrid leadership position requiring extensive experience in global technical support operations.
TAL's take
Strong leadership role at a well-regarded, publicly traded cybersecurity company with clear scope for managing managers.
The JD is crisp, defining specific responsibilities for site leadership, people management, and operational health.
Must haves
- 10+ years experience leading large, modern technical support teams
- Excellent understanding of service management principles
- Strong command of internal and external risks in technical support teams
- Ability to develop meaningful relationships to drive cross-functional customer success
- Ability to manage frontline managers
About the company
Rapid7 is a well-established, publicly traded cybersecurity firm, though it is not considered a top-tier FAANG-level brand.
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