About the role
Who is Tenable?
Tenable® is a leading company in Exposure Management, trusted by over 44,000 organizations worldwide to comprehend and mitigate cyber risks. Our dedicated global team supports 65% of Fortune 500 companies, 45% of the Global 2000, and various large government entities. Join us on our exciting journey!
Why Work at Tenable?
When you ask our team members what makes Tenable a fantastic workplace, their answer is usually, “Our people!” We collaborate to create and innovate top-tier cybersecurity solutions for our clients while fostering a culture of belonging, respect, and excellence. As a member of our #OneTenable team, you will partner with some of the industry's most talented individuals and enjoy the support and resources necessary to make a meaningful impact. Together, we not only meet but exceed expectations!
Your Role:
We are looking for a dynamic, results-driven Technical Support Manager who can inspire our exceptional support team to elevate customer satisfaction to new heights. With a current global satisfaction rating exceeding 93%, your leadership will play a crucial role in further enhancing this metric. You will coach and mentor a talented team of support professionals, ensuring their growth while they provide outstanding support to our expanding customer base.
Your Responsibilities:
- Lead and manage Support Engineers across multiple shifts and locations in the EMEA region.
- Continuously assess and improve the technical support experience for our customers to achieve optimal results.
- Evaluate and refine the experience for technical support staff to maximize efficiency while keeping morale high.
- Establish and monitor KPIs for capacity planning and escalation management.
- Ensure the team consistently meets or exceeds service level agreements (SLAs).
- Collaborate closely with colleagues in other regions to align on operational changes.
- Investigate escalated cases and direct them to the appropriate resources.
- Engage with R&D and Product Management teams to resolve escalated issues effectively.
