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.

Requirements

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.
Familiarity with Knowledge-Centered Service (KCS) methodology.
Experience with Artificial Intelligence (AI) and Large Language Models (LLM) to build greater operational efficiencies within a support organization.
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

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

Technical SupportKnowledge-Centered Service (KCS)Artificial Intelligence (AI)Large Language Models (LLM)Performance ManagementCapacity PlanningSLA ManagementOperational EfficiencySecurity OperationsModern Tech Stacks

Soft Skills

LeadershipMentoringTime ManagementPrioritizationComposure under PressureSolution-OrientedCollaborationCommunicationTeam Culture DevelopmentCustomer Focus