Technical Support Manager

About This Role

The Technical Support Manager will lead a multi-shift Support Engineering team, focusing on motivating and mentoring talented support professionals to ensure high levels of customer satisfaction and continuous improvement of the support journey. This role balances team development with the delivery of stellar support experiences for a rapidly growing customer base.

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.

Requirements

• 3+ years managing high-performing teams of 10+ Technical Support Engineers
• Direct experience in hiring, training, and performance management
• Currently based in the Pacific Time Zone
• Solid understanding of security operations and procedures, modern tech stacks, and security industry trends

Qualifications

• 3+ years managing high-performing teams of 10+ Technical Support Engineers with direct experience in hiring, training, and performance management.

Nice to Have

• 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

Skills

* Required skills

Benefits