Senior Technical Support Manager

Who is Tenable?
Tenableu00AE is the Exposure Management company. 40,000 organizations around the globe rely on Tenable to understand and reduce cyber risk. Our global employees support 60 percent of the Fortune 500, 40 percent of the Global 2000, and large government agencies. Come be part of our journeyu00A0
What makes Tenable such a great place to work?u00A0
Ask a member of our team and theyu2019ll answer, u201COur peopleu201D 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 youu2019re 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 high energy, results oriented customer advocate capable of motivating an already exceptional Tier I support team to even higher levels of customer satisfaction. Our current global rating is over 93% satisfaction and we expect you to help us make it even better. Your team will be some of the best support folks in the enterprise software support industry. You will be tasked with coaching and mentoring them in a way that meets the needs of someone always looking for new and challenging situations, all the while providing a stellar support experience for our large and rapidly growing customer base.
Your Opportunity:
Manage Tier I Support Engineers across several locations within EMEA
Serves as a resource for employees on policies and procedures
Define and collect KPIs to manage capacity planning and escalation management
Ensure team meets or exceeds Service Level Agreements
Research and investigate escalated cases and route to the best resource
Manage communications about escalated issues with other Tenable staff and with Customers
Maintains a technical knowledge of Tenable products
Establishes and maintain effective working relationships with subordinates, peers and supervisors
Flexible and available to be an escalation point at weekends and holidays
Handle all the day-to-day operations of the EMEA team
Foster good working relations with the other stakeholder teams, collaborating to resolve issues driving the customer experience
What You'll need:
5+ years management experience working at a senior level in a team of 10 or more Technical Support Engineers (TSE)
Excellent communication skills (written and oral) in English
Excellent time management and task prioritization skills
Proactive and motivated
Empathy and a desire to motivate a high performing team
Willingness to lead by example
Steady composure in the face of difficult situations
Working knowledge of a second European language preferred.
If youu2019ve reached this point in the job description and feel youu2019re still not sure if you should applyu2026Just do it We know there are no perfect applicants. You may not have 100% of all those bullets listed above - and thatu2019s okay. If youu2019re feeling like youu2019re not going to fit in with our teams - thatu2019s not ok. We're One Tenable which means however you identify and whatever background you bring with you, we encourage you to submit an application if itu2019s a role you can be passionate about doing every day.
Weu2019re 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.u00A0

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