Technical Support Manager - West Coast/Pacific Time Zone

Tenable is seeking a results-oriented leader to take an exceptional support team to even higher levels of customer satisfaction. With global CSAT currently above 93 percent, the bar is already high. As Technical Support Manager you'll 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 while balancing team development with delivery of a stellar support experience for a large and rapidly growing customer base.

Responsibilities

• 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 to drive capacity planning, escalation workflows, and consistent SLA excellence.
• Technical escalation and resolution: investigate complex technical issues, route them to the ideal resource, and collaborate 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.

Qualifications

• 3+ years managing high-performing teams of 10+ Technical Support Engineers, with direct experience in hiring, training, and performance management.
• Demonstrated experience driving innovative change at the team level, preferably applying AI, Large Language Models, and automation to streamline workflows, improve case resolution times, and increase operational efficiency within a support organization.
• Experience implementing Knowledge-Centered Service (KCS) methodology to drive knowledge quality, reuse, and continuous improvement.
• Solid understanding of security operations and procedures, modern tech stacks, and security industry trends.
• Excels at managing time and priorities in fast-paced environments while remaining composed and solution-oriented under pressure.
• Must be authorized to work for any employer in the US; visa sponsorship is not available for this role.