Technical Support Manager - West Coast/pacific Time Zone

Tenableinc

Remote
Base: $102,500—$136,500 usd; bonus/equity: not spe...
Remote
Manage multi-shift support engineering team
Drive capacity planning and sla excellence
Collaborate with r&d and product management
Lead and mentor a multi-shift Support Engineering team, serving as the go-to expert for policies, procedures, and professional growth

Job Summary

  • Lead and mentor a multi-shift Support Engineering team, serving as the go-to expert for policies, procedures, and professional growth.
  • Define and monitor key performance indicators (KPIs) to drive capacity planning, escalation workflows, and consistent SLA excellence.
  • Maintain deep, hands-on technical knowledge of the entire Tenable product suite to provide high-level guidance and oversight.

Matching Summary

Lead and mentor a multi-shift Support Engineering team, serving as the go-to expert for policies, procedures, and professional growth.

Salary

Base: $102,500—$136,500 USD; Bonus/Equity: Not specified; Benefits: Comprehensive and competitive benefits package

Skills & Requirements

Must-have

  • Manage multi-shift Support Engineering team
  • Drive capacity planning and SLA excellence
  • Collaborate with R&D and Product Management
  • Maintain deep product technical knowledge
  • Implement Knowledge-Centered Service (KCS)

Nice-to-have

  • Leverage AI and LLMs for efficiency
  • Foster a culture of belonging and respect
  • Continuous improvement of support journey

Key Requirements

  • 3+ years managing teams of 10+ Technical Support Engineers
  • Pacific Time Zone residency
  • Hiring, training, and performance management experience
  • Experience driving innovative change
  • Solid understanding of security operations

Work Rights

Authorized to work for any employer in the U.S.

Tailored Resume

Cover Letter