[Remote] Technical Support Manager - West Coast/Pacific Time Zone

Note: The job is a remote job and is open to candidates in USA. Tenable is a leading Exposure Management company trusted by over 40,000 organizations globally to reduce cyber risk. The Technical Support Manager will lead and develop a high-performing support engineering team to enhance customer satisfaction and operational efficiency. This role involves managing escalations, refining support processes, and collaborating closely with R&D and Product Management to resolve complex technical issues.


Responsibilities

  • Lead and mentor a multi-shift Support Engineering team, serving as the go-to expert for policies, procedures, and professional growth
  • Continuously refine the support journey for both customers and staff, balancing operational efficiency with a motivating team culture
  • Define and monitor key performance indicators (KPIs) to drive capacity planning, escalation workflows, and consistent SLA excellence
  • Investigate complex technical issues, routing them to the ideal resource and collaborating directly with R&D and Product Management for swift resolution
  • Act as the primary bridge for high-priority escalations, ensuring clear and timely updates for both customers and internal stakeholders
  • Maintain deep, hands-on technical knowledge of the entire Tenable product suite to provide high-level guidance and oversight
  • Execute specialized tasks and strategic business objectives as needed to ensure the overall success of the Support organization

Skills

  • 3+ years managing high-performing teams of 10+ Technical Support Engineers with direct experience in hiring, training, and performance management
  • Location Requirement: Must be currently based in the Pacific Time Zone to support regional shift alignment
  • Excels at managing time and priorities in fast-paced environments while remaining composed and solution-oriented under pressure
  • Demonstrated experience driving innovative change at the team level, preferably applying AI, Large Language Models (LLMs), and automation to streamline workflows, improve case resolution times, and increase operational efficiency within a support organization
  • Experience implementing Knowledge-Centered Service (KCS) methodology to drive knowledge quality, reuse, and continuous improvement
  • Solid understanding of security operations and procedures, modern tech stacks, and security industry trends
  • Ability to work at a computer for extended periods and perform additional duties as necessary to meet business objectives
  • Applicants must be authorized to work for any employer in the U.S. We are unable to provide sponsorship for work visas of any kind at the time of hire, or at any point during employment

Benefits

  • Medical, dental, vision, disability and life insurance
  • 401(k) retirement savings with company match
  • An employee stock purchase plan
  • An employee referral program
  • Flexible spending accounts
  • An Employee Assistance Program (EAP)
  • Education assistance
  • Parental leave
  • Paid time off (PTO)
  • Company-paid holidays
  • Health and wellness events
  • Community programs

Company Overview

  • Tenable provides an exposure management platform to identify and mitigate risks. It was founded in 2002, and is headquartered in Columbia, Maryland, USA, with a workforce of 1001-5000 employees. Its website is http://www.tenable.com.

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