Technical Support Manager

Tenable Network Security   •  

Columbia, MD

Industry: Technology

  •  

15+ years

Posted 50 days ago

Your Opportunity:

  • Manage Support Engineers across several shifts
  • Serves as a resource for employees on policies and procedures
  • Constantly evaluate and refine the customer’s technical support experience to provide the best results possible
  • Constantly evaluate and refine the technical support staff experience to maximize efficiency while maintaining a high level of positive motivation (i.e. keep it fun)
  • Define and collect KPIs to manage capacity planning and escalation management
  • Ensure team meets or exceeds service level agreements (SLAs)
  • Research and investigate escalated cases and route to the best resource
  • Closely interact with R&D and Product Management teams to diagnose escalated issues
  • Manage communications about escalated issues with other Tenable staff and with Customers
  • Maintains an in depth technical knowledge of all Tenable products
  • Performs additional functions, duties and specific tasks and duties of a similar nature and scope as necessary in order to achieve assigned business objectives
  • Establishes and maintains effective working relationships with subordinates, peers and supervisors

What you'll need:

  • 5+ Years management of a team of 15 or more Technical Support Engineers (TSE)
  • Excellent communication skills (written and oral)
  • Excellent time management and task prioritization skills
  • Exceptionally motivated and motivational
  • Extreme attention to detail
  • Steady composure in the face of difficult situations
  • Management of TSEs in support of complex enterprise software especially security related
  • Experience with Tenable products: Nessus, SecurityCenter, PVS, LCE
  • Knowledge of current security technology and emerging trends
  • Understanding of security operations and procedures
  • Understanding of external scanning requirements of PCI DSS Requirement 11.2.2.