Senior Manager, Technical Support (Hybrid)

Your Role:

The Technical Support Manager will help create a distinct competitive advantage by providing tactical and strategic leadership to a team of high-performing technical support engineers. Core duties include leading the technical support and escalation process, applying unparalleled problem solving skills to ensure unique/complex customer needs are met, leading all aspects of the technical support call center, contributing directly to new product development activities and ensuring that all customers, sales and field service associates are fully supported via a highly-capable and technically excellent support team that is motivated to quickly respond to internal and external customer needs. The candidate will demonstrate a passion to create an organizational culture of customer focus, integrity, ownership and accountability.
Your Opportunity:

• Responsible for leading all aspects of the technical support process and gaining cross-functional support to drive quick mitigation/resolution

• Building and developing a team of capable problem solvers that can work independently and collaboratively with other functional groups

• Leads by example to develop a robust continuous improvement culture

• Demonstrated capability to develop and succeed at driving Level 1 and Level 2 Support initiatives

• Can clearly separate effort from results and can coach, develop and mentor the team to deliver superior technical and customer support

• Creates a culture of ownership and accountability – ensures staff understands their objectives and are provided the tools and guidance to be successful

• Define and collect KPIs to manage capacity planning and escalation management

• Ensure team meets or exceeds service level agreements (SLAs)

• Research and investigate escalated cases and route to the best resource

• Manage communications about escalated issues with other Tenable staff and with Customers

• Maintains an in depth technical knowledge of all Tenable products

• May perform other duties and responsibilities that management may deem necessary from time to time

What You'll Need:

• 2+ Years management of a team of 10 or more Technical Support Engineers (TSE)

• 5+ years of Technical Support Experience

• Excellent communication skills (written and oral)

• Excellent time management and task prioritization skills

• Exceptionally motivated and motivational

• Extreme attention to detail

• Steady composure in the face of difficult situations

• In-depth knowledge of vulnerability management, networking standards and protocols, system administration and security

• ITIL, HDI and similar industry certifications a plus

• Ability to sit and work at a computer for extended periods of time

• Some travel may be required

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