We are looking to add a Senior Manager of Technical Support Engineering to lead a team of technical engineers, enhance our operational processes, and elevate our customer experience. Rapid7 is a hybrid company, the expectation for this role is 3 days onsite / 2 days remote. Our Tampa office is located in Channelside, parking is included. About the Team The Global Support organization at Rapid7 delivers the partnership that our customers need to achieve their security goals with our comprehensive portfolio of cyber security solutions. We’ve built a Center of Excellence in our Global Support team in Tampa, Florida. This team excels in providing industry-leading support to our 11,000+ customers, by being highly focused on swarming on their issues together to deliver resolution as soon as possible. About the Role The Senior Manager of Technical Support will deliver exemplary service performance, and foster a strong technical and service culture of excellence. This leader will place an emphasis on collaboration, hire team members with a strong sense of initiative, and a pride in ownership of resolving these issues, while continuously improving along the way. Over time, this leader will become a trusted voice in the Global Support organization who drives improvements in process, people, and our tooling that improves our customer’s experience while also reducing the support burden. We expect this leader to lead cross-functional initiatives & processes, including program management of certain key functions.