Senior Escalation Manager, Global Support
Rapid7Tampa, Florida, United States
Posted December 3, 2025
Full Time
About the Company
Rapid7 is a cybersecurity company that creates a secure digital world for its customers and communities.
Job Description
We're looking for a Senior Escalation Manager to lead Rapid7's most complex, high-stakes customer escalations. This is a high-impact, highly visible position where you'll partner across functions, influence product and service investments, and deliver measurable customer and business outcomes.
Requirements
- 5+ years in Customer Support, Customer Success, Services, or Operations roles in enterprise B2B software or cybersecurity, with focus on escalations or incident management
- Strong cross-functional leadership and influence skills, working across Support, CS, Sales, Deployment, PS, Managed Teams, and Engineering
- Excellent written and verbal communication, able to distill complex information into succinct, outcome-oriented updates
- Comfort with data and tooling (Salesforce, Jira, Confluence) to drive visibility and accountability
- Project/program management experience (ITIL/PMI/Agile familiarity a plus)
- Operates with urgency, ownership, and precision; exceptional time management and follow-through