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
- 10+ 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, SecurityCenter, 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.
