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Note: The job is a remote job and is open to candidates in USA. Tenable is the Exposure Management company trusted by 44,000 organizations globally to manage and reduce cyber risk. They are seeking a results-oriented leader to motivate a support team, ensuring high levels of customer satisfaction while balancing team development and operational efficiency.
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
Skills
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
Demonstrated experience driving innovative change at the team level, preferably applying AI, Large Language Models (LLMs), and automation to streamline workflows, improve case resolution times, and increase operational efficiency within a support organization
Experience implementing Knowledge-Centered Service (KCS) methodology to drive knowledge quality, reuse, and continuous improvement
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 Overview
Tenable provides an exposure management platform to identify and mitigate risks. It was founded in 2002, and is headquartered in Columbia, Maryland, USA, with a workforce of 1001-5000 employees. Its website is
