Technical Support Manager - West Coast/Pacific Time Zone

Tenable•Redmond, WA

1d•Remote

About The Position

Tenable® is the Exposure Management company. 44,000 organizations around the globe rely on Tenable to understand and reduce cyber risk. Our global employees support 65 percent of the Fortune 500, 45 percent of the Global 2000, and large government agencies. Come be part of our journey! What makes Tenable such a great place to work? Ask a member of our team and they’ll answer, “Our people!” We work together to build and innovate best-in-class cybersecurity solutions for our customers; all while creating a culture of belonging, respect, and excellence where we can be our best selves. When you’re part of our #OneTenable team, you can expect to partner with some of the most talented and passionate people in the industry, and have the support and resources you need to do work that truly matters. We deliver results that exceed expectations and we win together! Your Role: Tenable is seeking a results-oriented leader to motivate an exceptional support team to even higher levels of customer satisfaction. With a global CSAT currently over 93%, we expect you to help us exceed that benchmark. You will manage some of the best support professionals in the enterprise software industry, providing the coaching and mentorship they need to thrive in a challenging environment. Your goal is to balance team development with the delivery of a stellar support experience for our large and rapidly growing customer base. Your Opportunity: Team Leadership: Lead and mentor a multi-shift Support Engineering team, serving as the go-to expert for policies, procedures, and professional growth. Experience Optimization: Continuously refine the support journey for both customers and staff, balancing operational efficiency with a motivating team culture. Data-Driven Management: Define and monitor key performance indicators (KPIs) to drive capacity planning, escalation workflows, and consistent SLA excellence. Technical Escalation & Resolution: Investigate complex technical issues, routing them to the ideal resource and collaborating directly with R&D and Product Management for swift resolution. Strategic Communication: Act as the primary bridge for high-priority escalations, ensuring clear and timely updates for both customers and internal stakeholders. Product Expertise: Maintain deep, hands-on technical knowledge of the entire Tenable product suite to provide high-level guidance and oversight. Operational Agility: Execute specialized tasks and strategic business objectives as needed to ensure the overall success of the Support organization.

Requirements

3+ years managing high-performing teams of 10+ Technical Support Engineers with direct experience in hiring, training, and performance management.
Must be currently based in the Pacific Time Zone to support regional shift alignment.
Excels at managing time and priorities in fast-paced environments while remaining composed and solution-oriented under pressure.
Familiarity with Knowledge-Centered Service (KCS) methodology.
Experience with Artificial Intelligence (AI) and Large Language Models (LLM) to build greater operational efficiencies within a support organization.
Solid understanding of security operations and procedures, modern tech stacks, and security industry trends.
Ability to work at a computer for extended periods and perform additional duties as necessary to meet business objectives.
Applicants must be authorized to work for any employer in the U.S. We are unable to provide sponsorship for work visas of any kind at the time of hire, or at any point during employment.

Responsibilities

Lead and mentor a multi-shift Support Engineering team, serving as the go-to expert for policies, procedures, and professional growth.
Continuously refine the support journey for both customers and staff, balancing operational efficiency with a motivating team culture.
Define and monitor key performance indicators (KPIs) to drive capacity planning, escalation workflows, and consistent SLA excellence.
Investigate complex technical issues, routing them to the ideal resource and collaborating directly with R&D and Product Management for swift resolution.
Act as the primary bridge for high-priority escalations, ensuring clear and timely updates for both customers and internal stakeholders.
Maintain deep, hands-on technical knowledge of the entire Tenable product suite to provide high-level guidance and oversight.
Execute specialized tasks and strategic business objectives as needed to ensure the overall success of the Support organization.