Manager, Technical Support

Rapid7

Pune, India
Hybrid
3-5 years management experience
Saas software support experience
Salesforce service cloud proficiency
The role involves leading a team of skilled engineers to resolve and prevent customer challenges while fostering a culture of technical excellence

Job Summary

  • The role involves leading a team of skilled engineers to resolve and prevent customer challenges while fostering a culture of technical excellence.
  • Candidates must demonstrate success in delivering Western service models with local talent and managing teams to achieve operational goals.
  • The position requires partnering with Engineering, Product, and Customer Success teams to improve product supportability and drive fast resolution to escalations.

Matching Summary

The role involves leading a team of skilled engineers to resolve and prevent customer challenges while fostering a culture of technical excellence.

Skills & Requirements

Must-have

  • 3-5 years management experience
  • SaaS software support experience
  • Salesforce Service Cloud proficiency
  • Western service model delivery
  • Cross-functional collaboration skills

Nice-to-have

  • Security industry background preferred
  • AI-driven escalation resolution
  • Strong sense of initiative
  • Can-do team culture attitude
  • Career development planning skills

Key Requirements

  • 3-5 years of management experience
  • Experience with SaaS environments
  • Proficiency in Salesforce Service Cloud

Work Rights

Not specified

Tailored Resume

Cover Letter