Senior End User Services Specialist - Executive Support

Serve as the dedicated technical partner for C-suite leaders, VPs, and Board Members in a hybrid model (minimum 4 days in-office per week with flexibility required for executive schedules and events). This senior-level role delivers white-glove, high-urgency support with a strong emphasis on AV, video conferencing and Google Workspace environments across Apple macOS and Windows platforms.
About the Team
The End User Services team delivers exceptional technical support and infrastructure reliability to empower Rapid7 employees to do their best work seamlessly.
About the Role
As a Senior End User Services Specialist - Executive Support, your primary responsibility will be to serve as the dedicated primary technical support contact for executive-level users, providing elevated, white-glove service with exceptional discretion and urgency. Specifically, your focus will be to:

• Diagnose and resolve issues with full AV systems, including conference room setups, display systems, audio equipment, and integrated control systems.
• Manage and support executive video conferencing experiences using Zoom, Google Meet, and hardware endpoints to ensure flawless session quality.
• Support and administer Google Workspace (GWS) environments, including Gmail, Drive, Calendar, and Admin Console tasks for executive accounts.
• Manage executive device provisioning, OS imaging, MDM enrollment using Jamf or Intune, and end-to-end lifecycle management.
• Lead executive onboarding and offboarding procedures, including identity provisioning and secure device allocation.
• Proactively identify trends, recurring issues, and risks impacting executive users while driving process improvements and preventive measures.
• Develop and maintain executive-specific runbooks, SOPs, and knowledge base documentation while mentoring team members.
• Provide on-site and hybrid support, maintaining availability for early or late support windows and travel as needed for executive events.

The skills and qualities you'll bring include

• Bring 5+ years of IT/End User Services experience with at least 2 years in an executive or VIP support capacity.
• Bring deep expertise in AV systems, conference room technology, audio conferencing, and control systems such as Crestron or Extron.
• Demonstrate expert-level proficiency with Zoom and Zoom Rooms administration, including troubleshooting, room configuration, and license management.
• Demonstrate expert-level proficiency with Google Meet and Google Workspace administration, including Admin Console, Drive, Calendar, and Meet hardware.
• Possess working knowledge of Microsoft 365 environments (Outlook, Teams) to support cross-platform executive workflows.
• Exhibit advanced troubleshooting capabilities across macOS, Windows, iOS, and Android endpoint environments.
• Possess experience with MDM platforms like Jamf or Intune for device provisioning, enrollment, and policy management.
• Hold familiarity with Automox, endpoint compliance tooling, ITSM platforms such as Freshservice or ServiceNow, and security best practices.
• Make efficient decisions under pressure that resolve technical challenges and enable momentum during high-stakes executive calls.
• Communicate in a clear manner that conveys complex technical issues simply to executive stakeholders.
• Build cross-functional relationships across ITSM, security, and executive operations to deliver continuous service improvements.
• Embody our core values to foster a culture of excellence that drives meaningful impact and collective success.

We know that the best ideas and solutions come from multi-dimensional teams. That's because these teams reflect a variety of backgrounds and professional experiences. If you are excited about this role and feel your experience can make an impact, please don't be shy - apply today.
#LI-PK2
About Rapid7
At Rapid7, our vision is to create a secure digital world for our customers, our industry, and our communities. We do this by harnessing our collective expertise and passion to challenge what's possible and drive extraordinary impact. We're building a dynamic and collaborative workplace where new ideas are welcome.
Protecting 11,500+ customers against bad actors and threats means we're continuing to push the envelope just like we' ve been doing for the past 20 years. If you 're ready to solve some of the toughest challenges in cybersecurity, we're ready to help you take command of your career. Join us.
Rapid7, Inc. is committed to fair and equitable compensation practices. A candidate's salary is determined by various factors including, but not limited to, relevant work experience, skills, and certifications. We evaluate compensation decisions on a case-by-case basis, and it is not typical for an individual to be hired at the very top of the salary range.
The annual salary range for this role, depending on location, is:
United States: $25.50 - 34.50 USD Hourly
Salary ranges may vary based on geographical location. This range does not include variable/incentive compensation, equity and benefits (where applicable/eligible).
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability, protected veteran status or any other status protected by applicable national, federal, state or local law.