Technical Support Manager

🕒 February 11

🌵 Arizona, California, +2 more states – Remote

🌵 Arizona – Remote 🏄 California – Remote 🌲 Oregon – Remote ☕ Washington – Remote

💵 $102.5k - $136.5k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

📞 Support Engineer

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

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Tenable

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2002

🔒 Cybersecurity

☁️ SaaS

🏢 Enterprise

Cybersecurity • SaaS • Enterprise

Tenable is a cybersecurity company focused on providing exposure management solutions. Its Tenable One platform offers comprehensive visibility into an organization's attack surface, helping businesses anticipate and prevent likely cyber attacks by effectively communicating and managing cyber risks. Tenable's solutions include vulnerability management, cloud security, OT/IoT security, and identity exposure management. The company is recognized for its excellence in vulnerability management, offering leading solutions that integrate various security aspects such as Active Directory compliance, cyber insurance, and zero trust environments. Tenable is a trusted partner for more than 44,000 customers worldwide, providing advanced insights and intelligence through Tenable Research, making it a leader in managing the modern attack surface across IT and OT infrastructures.

📋 Description

• 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.

🎯 Requirements

• 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. • Familiarity with Knowledge-Centered Service (KCS) methodology. • Experience with Artificial Intelligence (AI) and Large Language Models (LLM) to build greater operational efficiencies within a support organization. • 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