Senior Manager, Technical Excellence & Escalations
The Senior Manager, Technical Excellence & Escalations at Tenable, Inc. leads the global Technical Excellence and Escalations Engineering teams within Technical Support. This role bridges the gap between Technical Support and other business units, ensuring that product supportability and customer risk signals are effectively communicated and acted upon. The position is based in either Columbia, Maryland, or Boston, Massachusetts, and operates in a hybrid work environment.
Key responsibilities include developing and executing operating models for the Technical Excellence team, setting agendas for Technical Leads, and transforming their findings into prioritized action plans for Product and Engineering. The Senior Manager also oversees the global escalations practice, standardizing processes across regions, and collaborates with Product and Engineering to address supportability issues. Additionally, the role involves representing Technical Support in cross-functional forums and driving AI adoption within support workflows.
Candidates should have over 8 years of experience in Technical Support, Escalation Management, or customer-facing engineering within enterprise software, with a recent focus on security or vulnerability management. A minimum of 3 years managing technical teams, preferably senior individual contributors or escalation engineers, is required. Experience in running escalation practices, influencing product and engineering priorities using support data, and operating within Support–Engineering agreements is essential. A strong technical foundation across networking, authentication, operating systems, and cloud platforms (AWS/Azure/GCP) is necessary. Excellent written and verbal communication skills are crucial, along with a Bachelor's degree in Computer Science, Information Systems, or a related field.
The compensation for this role ranges from $137,500 to $183,500 annually. Tenable offers a comprehensive benefits package, including health insurance, retirement plans, and professional development opportunities. Employees are encouraged to work together to build and innovate best-in-class cybersecurity solutions, fostering a culture of belonging, respect, and excellence.
Tenable is the Exposure Management company, with over 40,000 organizations worldwide relying on its solutions to understand and reduce cyber risk. The company supports 65 percent of the Fortune 500, 50 percent of the Global 2000, and large government agencies. Joining Tenable means partnering with some of the most talented and passionate people in the industry, with the support and resources needed to do work that truly matters.