At Rapid7, our global teams are united by a shared mission: helping organizations around the world operate with confidence in an ever-evolving digital landscape. Behind that mission are passionate leaders like Rohit Sharma, a Technical Support Manager who joined our Pune office in February 2026. Bringing over a decade of enterprise software and customer support experience, Rohit is helping shape a collaborative, high-impact environment within cybersecurity.
Here, Rohit discusses his journey to Rapid7, how his team directly influences our customers' security postures, and what makes the workplace culture at Rapid7 Pune so unique.
Transitioning from traditional IT support to cybersecurity was a deliberate and exciting move for Rohit. "In many traditional IT roles, the focus is on keeping systems running efficiently," he explains. "In cybersecurity, you’re helping organizations protect their business, their data, and the people who depend on them."
With the rapid rise of AI, shifting geopolitical dynamics, and increasingly sophisticated threat landscapes, Rohit believes there has never been a more critical or rewarding time to build a career in this industry. "The threat landscape is constantly changing, which means there is always something new to learn and new challenges to solve," Rohit says. "The most rewarding aspect is knowing that the work we do has a real-world impact."
For Rohit and his team in Pune, technical support is much more than resolving individual tickets. Their work has a direct impact on customer success and product innovation. Support professionals sit at the intersection of Rapid7’s customers, product, and engineering teams.
"We have firsthand visibility into how customers use our solutions, the challenges they face, and the outcomes they’re trying to achieve," Rohit points out. "That puts us in a unique position to share valuable insights that help improve both the product and the customer experience." By acting as a direct bridge, the support team ensures real-world customer feedback directly drives meaningful product improvements, ultimately helping organizations strengthen their overall security programs.
When managing complex technical issues, Rohit coaches his team to remember that technical mastery and deep customer empathy are inseparable. Cybersecurity challenges can be incredibly stressful for customers who may be facing pressure from their own leadership or security stakeholders.
"I often remind the team that while we may be working on multiple cases at any given time, for the customer, their issue could be the most important thing they are dealing with that day," Rohit notes. He encourages his team to put themselves in the customer's shoes, maintaining proactive communication and total transparency throughout the troubleshooting process. "When technical expertise is combined with empathy, trust is built. In support, trust is often just as important as the solution itself."
What truly sets the Rapid7 Pune office apart is its commitment to an open, inclusive, and collaborative culture. One of the organization's core values is “Bring You”, which Rohit actively cultivates within his own support organization by ensuring everyone feels safe to speak up, share ideas, and challenge the status quo.
"Curiosity is one of the most important qualities in any team because some of the best ideas and improvements come from people who are willing to question assumptions and explore new ways of doing things," Rohit says. He firmly believes that true innovation thrives when people are empowered to be their authentic selves instead of trying to fit into a particular mold. "Our value of “Bring You” creates an environment where people can be themselves, learn from one another, and contribute in ways that make both the team and the company stronger."
Our Global capability Center in Pune is home to teams across the business. Learn more about our local culture and the impactful work we do for customers around the world.
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