Technical Support Manager

Who is Tenable?

Tenable® is the Exposure Management company. 44,000 organizations around the globe rely on Tenable to understand and reduce cyber risk. Our global employees support 65 percent of the Fortune 500, 45 percent of the Global 2000, and large government agencies. Come be part of our journey!

What makes Tenable such a great place to work?

Ask a member of our team and they’ll answer, “Our people!” We work together to build and innovate best-in-class cybersecurity solutions for our customers; all while creating a culture of belonging, respect, and excellence where we can be our best selves. When you’re part of our #OneTenable team, you can expect to partner with some of the most talented and passionate people in the industry, and have the support and resources you need to do work that truly matters. We deliver results that exceed expectations and we win together!

Your Role:

Tenable is seeking a highly energetic, results-oriented customer advocate capable of motivating an already exceptional support team to achieve even higher levels of customer satisfaction. Our current global satisfaction rating exceeds 93%, and we anticipate your leadership will contribute to its further improvement. Your team comprises some of the most accomplished support professionals in the
enterprise software support industry. You will be responsible for coaching and mentoring, ensuring their professional development while they deliver a stellar support experience for our large and rapidly growing customer base.

Your Opportunity:

• Manage Support Engineers across multiple shifts and locations in EMEA.
• 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).
• Closely collaborate with peers in other regions to ensure alignment on operational changes.
• 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 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.
• Use AI to drive efficiencies throughout the team.
• Support the KCS process and encourage usage throughout the team.

What You'll Need:

• 3-5 years experience managing of a team of 8 or more Technical Support Engineers (TSE) across multiple locations.
• Excellent communication skills (written and oral).
• Excellent time management and task prioritization skills.
• Exceptionally motivated and motivational.
• Steady composure in the face of difficult situations.
• Experience of using AI in day to day work an advantage.
• Ability to multitask and juggle multiple priorities.
• Be willing to support the team outside of hours as business needs.
• Be onsite 3 days per week in the Dublin office.
• Fluent English speaker - additional European languages a plus.

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We’re committed to promoting Equal Employment Opportunity (EEO) at Tenable - through all equal employment opportunity laws and regulations at the international, federal, state and local levels. If you need a reasonable accommodation due to a disability during the application or recruiting process, please contact [email protected] for further assistance.

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