Director of Technical Support

Tenable Network Security   •  

Columbia, MD

Industry: Technology

  •  

8 - 10 years

Posted 111 days ago

This job is no longer available.

Your Opportunity:

  • Position the benefits and value of Tenable Technical Support services both internally and externally
  • Technical Support team leadership and strategy development
  • Build a culture where customer success and customer satisfaction are paramount
  • Build an Americas organization that provides technical support services by developing the existing team and recruiting new talent on a regular basis
  • Manage the support team’s overall performance, providing sufficient capacity to deliver a successful customer experience while meeting internal operational objectives
  • Manage KPIs related to team performance, customer success, escalated accounts, potential escalations, and other important measurements
  • Work with Product Management, Product Engineering, and Field Technical groups to diagnose and resolve technical issues
  • Act as a senior-level escalation point for customer issues
  • Provide regular updates on escalations and accounts
  • Identify common problems found in / reported by the customer base (training, product, docs, etc) and work with other organizations to address
  • Nurture an environment that drives the creation of knowledge assets to be used both internally and externally by customers
  • Regularly meet with customers to understand their needs and develop support plans
  • Develop and manage a portfolio of advanced technical support offerings
  • Enable key partners providing Tier 1 and Tier 2 direct customer support

What you'll need:

  • BA or BS Degree with 8+ years of experience in a Technical Support role with 2+ years’ experience as a Director or above leading and managing an enterprise support team
  • Outstanding leadership and motivational skills
  • Demonstrated success creating, managing, and reporting on department budgets
  • Experience creating and managing a portfolio of technical support offerings
  • Strong customer advocate that is passionate about delivering customer success
  • Experienced in handling and diffusing customer escalations
  • Experience delivering a high degree of customer satisfaction
  • Experience with building and continuously improving customer supportprocesses
  • Knowledge of networksecurity and related technology