Senior Escalation Manager, Global Support

A Senior Escalation Manager at Rapid7 is a senior support leader focused on resolving the company’s most complex, high-severity customer incidents while preserving customer trust and driving measurable business outcomes. The role is highly visible and cross-functional, partnering with Product, Engineering, Sales, and Services to influence product and service investments and improve long-term processes. It emphasizes executive-ready communications and continuous improvement to support retention and expansion.