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Tenable · 5 hours ago

Technical Support Manager - West Coast/Pacific Time Zone

United States

Full-time

Remote

Mid, Senior Level

$102K/yr - $136K/yr

3+ years exp

Tenable is the Exposure Management company trusted by 44,000 organizations globally to manage cyber risk. They are seeking a Technical Support Manager to lead a high-performing support team, enhance customer satisfaction, and ensure operational excellence in support processes.

Cyber SecurityLegalProperty & Casualty InsuranceComplianceNetwork SecurityRisk ManagementSecurity

No H1B

Hiring Manager

Marie M.

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

Qualification

Technical EscalationProduct ExpertiseTeam LeadershipKnowledge-Centered ServiceArtificial IntelligenceSecurity OperationsSolution-OrientedTime Management

Required

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

Location Requirement: 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

Benefits

Medical

Dental

Vision

Disability and life insurance

401(k) retirement savings with company match

An employee stock purchase plan

An employee referral program

Flexible spending accounts

An Employee Assistance Program (EAP)

Education assistance

Parental leave

Paid time off (PTO)

Company-paid holidays

Health and wellness events

Community programs

Company

Tenable

Glassdoor3.6

Tenable provides an exposure management platform to identify and mitigate risks.

Founded in 2002

Columbia, Maryland, USA

1001-5000 employees

http://www.tenable.com

Funding

Current Stage

Public Company

Total Funding

$565.44M

Key Investors

Insight PartnersAccel

2020-07-29Post Ipo Equity· $255.6M

2018-07-26IPO

2017-07-03Secondary Market

Leadership Team

Amit Yoran

CEO

Mark Thurmond

Co-Chief Executive Officer