Senior Technical Support Manager

Description

Who is Tenable?

Tenable® is the Exposure Management company. 40,000 organizations around the globe rely on Tenable to understand and reduce cyber risk. Our global employees support 60 percent of the Fortune 500, 40 percent of the Global 2000, and large government agencies. Come be part of our journey! 

What makes Tenable such a great place to work? 

Ask a member of our team and they’ll answer, “Our people!” We work together to build and innovate best-in-class cybersecurity solutions for our customers; all while creating a culture of belonging, respect, and excellence where we can be our best selves. When you’re part of our #OneTenable team, you can expect to partner with some of the most talented and passionate people in the industry, and have the support and resources you need to do work that truly matters. We deliver results that exceed expectations and we win together!

Your Role:

Tenable is seeking a high energy, results oriented customer advocate capable of motivating an already exceptional Tier I 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 Tier I Support Engineers across several locations within EMEA
• Serves as a resource for employees on policies and procedures
• Define and collect KPIs to manage capacity planning and escalation management
• Ensure team meets or exceeds Service Level Agreements
• Research and investigate escalated cases and route to the best resource
• Manage communications about escalated issues with other Tenable staff and with Customers
• Maintains a technical knowledge of Tenable products
• Establishes and maintain effective working relationships with subordinates, peers and supervisors
• Flexible and available to be an escalation point at weekends and holidays
• Handle all the day-to-day operations of the EMEA team
• Foster good working relations with the other stakeholder teams, collaborating to resolve issues driving the customer experience

What You'll need:

• 5+ years management experience working at a senior level in a team of 10 or more Technical Support Engineers (TSE)
• Excellent communication skills (written and oral) in English
• Excellent time management and task prioritization skills
• Proactive and motivated
• Empathy and a desire to motivate a high performing team
• Willingness to lead by example
• Steady composure in the face of difficult situations
• Working knowledge of a second European language preferred.

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.