Manager, Technical Support

RAPID7

Pune, India
Hybrid
Technical support management experience
Saas software support experience
Western service models with local talent
Lead and develop a team of skilled engineers, enhance operational processes, and elevate customer experience

Job Summary

  • Lead and develop a team of skilled engineers, enhance operational processes, and elevate customer experience.
  • Ensure high service performance while fostering a culture of technical and service excellence, emphasizing collaboration and initiative.
  • Partner with various teams to drive successful and fast resolution to escalations and improve product supportability.

Matching Summary

Lead and develop a team of skilled engineers, enhance operational processes, and elevate customer experience.

Skills & Requirements

Must-have

  • Technical support management experience
  • SaaS software support experience
  • Western service models with local talent
  • Manage cases in Salesforce Service Cloud
  • Cross-functional collaboration

Nice-to-have

  • Security experience preferred
  • Strong initiative and pride
  • Can do attitude team culture
  • Continuous improvement mindset

Key Requirements

  • 3-5 years management experience
  • Demonstrable leadership progression
  • Experience with software support in SaaS
  • Experience delivering Western service models
  • Experience leading small to medium teams
  • Communicate technical concepts to non-technical audience
  • Experience managing cases in Salesforce Service Cloud

Work Rights

Not specified

Tailored Resume

Cover Letter