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.

Technical Support Manager

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


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

Technical Support Manager

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

Your Role:

Tenable is seeking a high energy, results oriented customer advocate capable of motivating an already exceptional support team to even higher levels of customer satisfaction. Our current global rating is over 93% satisfaction and we expect you to help us make it even better. Your team will be some of the best support folks in the enterprise software support industry. You will be tasked with coaching and mentoring them in a way that meets the needs of someone always looking for new and challenging situations, all the while providing a stellar support experience for our large and rapidly growing customer base.

Your Opportunity:

  • Manage Support Engineers across several shifts
  • Serves as a resource for employees on policies and procedures
  • Constantly evaluate and refine the customer’s technical support experience to provide the best results possible
  • Constantly evaluate and refine the technical support staff experience to maximize efficiency while maintaining a high level of positive motivation (i.e. keep it fun)
  • 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
  • Closely interact with R&D and Product Management teams to diagnose escalated issues
  • Manage communications about escalated issues with other Tenable staff and with Customers
  • Maintains in-depth technical knowledge of all Tenable products
  • Performs additional functions, duties and specific tasks and duties of a similar nature and scope as necessary in order to achieve assigned business objectives
  • Establishes and maintains effective working relationships with subordinates, peers and supervisors

What You'll need:

  • 5+ Years management of a team of 15 or more Technical Support Engineers (TSE)
  • 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
  • Management of TSEs in support of complex enterprise software especially security related
  • Experience with Tenable products:  Nessus, SecurityCenter, PVS, LCE
  • Knowledge of current security technology and emerging trends
  • Understanding of security operations and procedures
  • Understanding of external scanning requirements of PCI DSS Requirement 11.2.2.

If you’ve reached this point in the job description and feel you’re still not sure if you should apply…Just do it! We know there are no perfect applicants. You may not have 100% of all those bullets listed above - and that’s okay. If you’re feeling like you’re not going to fit in with our teams - that’s not ok. We're One Tenable which means however you identify and whatever background you bring with you, we encourage you to submit an application if it’s a role you can be passionate about doing every day.

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 1200 colleagues, 27,000 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?