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Manager, Technical Support - US East Region (Hybrid/Columbia MD)



IT, Customer Service
Columbia, MD, USA
Posted on Tuesday, April 30, 2024

Who is Tenable?

Tenable® is the Exposure Management company. 44,000 organizations around the globe rely on Tenable to understand and reduce cyber risk. Our global employees support 65 percent of the Fortune 500, 45 percent of the Global 2000, and large government agencies. Come be part of our journey!

What makes Tenable such a great place to work?

Ask a member of our team and they’ll answer, “Our people!” 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 you’re 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 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 Support Engineers across several shifts

  • Serves as a resource for employees on policies and procedures

  • Constantly evaluate and refine the customer’s technical support experience to provide the best results possible

  • Constantly evaluate and refine the technical support staff experience to maximize efficiency while maintaining a high level of positive motivation (i.e. keep it fun)

  • Define and collect KPIs to manage capacity planning and escalation management

  • Ensure team meets or exceeds service level agreements (SLAs)

  • Research and investigate escalated cases and route to the best resource

  • Closely interact with R&D and Product Management teams to diagnose escalated issues

  • Manage communications about escalated issues with other Tenable staff and with Customers

  • Maintains an in depth technical knowledge of all Tenable products

  • Performs additional functions, duties and specific tasks and duties of a similar nature and scope as necessary in order to achieve assigned business objectives

  • Establishes and maintains effective working relationships with subordinates, peers and supervisors

What You'll Need:

  • 2-3 Years management of a team of 15 or more Technical Support Engineers (TSE)

  • Excellent communication skills (written and oral)

  • Excellent time management and task prioritization skills

  • Exceptionally motivated and motivational

  • Extreme attention to detail

  • Steady composure in the face of difficult situations

  • Management of TSEs in support of complex enterprise software especially security related

  • Experience with Tenable products: Nessus, Security Center, PVS, LCE

  • Knowledge of current security technology and emerging trends

  • Understanding of security operations and procedures

  • Understanding of external scanning requirements of PCI DSS Requirement 11.2.2

  • Ability to sit and work at a computer for extended periods of time

  • Able to work in a hybrid/on-site capacity at our headquarters in Columbia MD

  • May perform other duties and responsibilities that leadership may deem necessary from time to time

This is the base pay range for this position. Compensation for the role will depend on a number of factors, including the candidate's qualifications, skills, competencies, location and experience, and may fall outside of the range shown. Employees are also eligible for variable compensation in addition to base pay (commission for sales roles, bonus for non-sales roles), depending on company and individual performance. Tenable also offers a variety of comprehensive and competitive benefits which include: 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; and community programs.

US Pay Ranges
$100,000$133,333.33 USD

If you’ve reached this point, and you’re still not sure if you should apply…..Just do it! We’re human and we don’t fit a perfect mold. Having diverse backgrounds, experiences and perspectives, that’s a good thing! If you’re coming from outside of the cyber industry - great! If you’re looking to try something new - awesome! All we ask is you bring passion to all that you do, crave creativity and innovation, and embrace the hard work of gaining new skills and accepting big challenges.

We’re 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. If you need a reasonable accommodation due to a disability during the application or recruiting process, please contact [email protected] for further assistance.

Tenable Data Consent Statement

Tenable is committed to protecting the privacy and security of your personal data. This Notice describes how we collect and use your personal data during and after your working relationship with us, in accordance with the General Data Protection Regulation (“GDPR”). Please click here to review.

For California Residents: The California Consumer Privacy Act (CCPA) requires that Tenable advise you of certain rights related to the collection of your private information. Please click here to review.