WHAT WE DO MATTERS

We have big plans for continued global growth, and we’re looking for people who are creative, flexible and dedicated to helping us build something great – something that matters.

We have big plans for continued global growth, and we’re looking for people who are creative, flexible and dedicated to helping us build something great – something that matters.

Director of Technical Support - Americas

Technical SupportColumbia Gateway Drive, Columbia, Maryland, United States, 21046


Click on the video to meet the team and get tips on applying!

Director of Technical Support - Americas

Columbia Gateway Drive | Columbia | Maryland | United States | 21046

Your Role:

As Director of Technical Support for Tenable, you will provide strategic direction, leadership, development and management with our Americas (North America & LATAM) Technical Support team. The Director of Technical Support is an experienced, enthusiastic, hands-on leader focused on building a world class Technical Support organization that is focused on delivering customer success. 

You will be the conduit between the Technical Support  team, Customer Success Management team, Product and Development teams, and other internal stakeholders developing a trusted advisor relationship that enables rapid, focused, resolution for our customers. To be successful in this role, the Director of Technical Support must have the right combination of strategy, leadership and operational skills to manage a growing team of dedicated Technical Support Engineers.

The ideal candidate will have experience managing a large Technical Support  organization for enterprise software customers (network security preferred), exceptional operational skills, and the ability to flourish in a fast-paced environment. This position will also be responsible for assisting in the resolution of complex escalated customer needs. 

Your Opportunity:

  • Position the benefits and value of Tenable Technical Support services both internally and externally
  • Technical Support team leadership and strategy development
  • Build a culture where customer success and customer satisfaction are paramount
  • Build an Americas organization that provides  technical support services by developing the existing team and recruiting new talent on a regular basis
  • Manage the support team’s overall performance, providing sufficient capacity to deliver a successful customer experience while meeting internal operational objectives
  • Manage KPIs related to team performance, customer success, escalated accounts, potential escalations, and other important measurements
  • Work with Product Management, Product Engineering, and Field Technical groups to diagnose and resolve technical issues
  • Act as a senior-level escalation point for customer issues
  • Provide regular updates on escalations and accounts
  • Identify common problems found in / reported by the customer base (training, product, docs, etc) and work with other organizations to address
  • Nurture an environment that drives the creation of knowledge assets to be used both internally and externally by customers
  • Regularly meet with customers to understand their needs and develop support plans
  • Develop and manage a portfolio of advanced technical support offerings
  • Enable key partners providing Tier 1 and Tier 2 direct customer support

 What you'll need:

  • BA or BS Degree with 8+ years of experience in a Technical Support role with 2+ years’ experience as a Director or above leading and managing an enterprise support team
  • Outstanding leadership and motivational skills
  • Demonstrated success creating, managing, and reporting on department budgets
  • Experience creating and managing a portfolio of technical support offerings
  • Strong customer advocate that is passionate about delivering customer success
  • Experienced in handling and diffusing customer escalations
  • Experience delivering a high degree of customer satisfaction
  • Experience with building and continuously improving customer support processes
  • Knowledge of network security and related technology


We’re committed to promoting Equal Employment Opportunity (EEO) at Tenable - through all equal employment opportunity laws and regulations at the international, federal, state and local levels.

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Tenable is more than ‘just’ the creator of Nessus. Our security solutions - including our first cyber exposure platform for modern assets, Tenable.io - are transforming global vulnerability management. We’re a global team, powered by creative thinkers who are wired for action, focused on delivering results and collaborating to enable decisive actions to protect what matters most. We’re in this together - colleagues, customers and partner communities working as One Tenable.

Can you join Team Tenable? Yes you can - if you’re excited by the thought of working with over 1000 colleagues, 24,000 customers and a range of revolutionary products that are shaping cybersecurity in 150 countries. Being valued for who you are as well as what you do, you can embrace the pace (we’re recognized as one of the fastest growing security product companies by SC Magazine, Red Herring, Info Securities, Deloitte and E&Y) as well as enjoy a superb rewards package (we’re seen as a Best Places to Work by Glassdoor, The Washington Post, The Baltimore Sun, The Baltimore Business Journal and Expert Marketplace). The key question is: Is This You?