FAQs
What is the main responsibility of the Escalation Manager?
The main responsibility of the Escalation Manager is to ensure that escalations are handled quickly and effectively, meeting customer commitments while identifying opportunities to improve support workflows and tooling.
Who does the Escalation Manager report to?
The Escalation Manager reports directly to Global Support Senior Management.
What qualifications are needed for this role?
Candidates should be confident self-starters with strong communication skills, excellent time management, attention to detail, and the ability to influence others. Project management experience and familiarity with Salesforce, Jira, and Confluence are also beneficial.
Will I be working independently or as part of a team?
The role requires both independent work and collaboration with the Global Support Leadership and Technical Support Engineers to ensure customer needs are met.
What skills are essential for managing escalations effectively?
Essential skills include the ability to prioritize tasks, communicate succinctly, manage time efficiently, pay attention to detail, and work well under pressure.
Is project management experience necessary for this role?
While not strictly necessary, project management experience would be considered an advantage for the Escalation Manager role.
What tools or systems should I be familiar with for this position?
Experience with Salesforce, Jira, and Confluence or comparable systems is expected for candidates applying for this position.
How does the Escalation Manager contribute to improving support processes?
The Escalation Manager identifies process, tool, and data gaps that hinder timely resolution and collaborates with Support and Engineering leadership to prioritize and address these gaps.
What is the work environment like at Rapid7?
Rapid7 fosters a dynamic workplace focused on collaboration, growth, and tackling cybersecurity challenges while encouraging individual contributions and unique perspectives.
Are there opportunities for professional development in this role?
Yes, Rapid7 encourages team members to challenge themselves to grow and learn from experiences, contributing to personal and professional development opportunities.