Senior Manager, Technical Excellence & Escalations

You will lead the global Technical Excellence team and Escalations Engineering team, which produce Tenable's earliest and clearest signal about product supportability and customer risk. Your goal will be to turn Technical Lead expertise and escalation findings into tracked change with Product and Engineering, and run one escalations practice that behaves identically in AMER, EMEA, and APJ.

Responsibilities:

• Run the operating model and product coverage plan for the global Technical Excellence team
• Set the team's working agenda and prioritize Technical Lead findings
• Position Technical Leads as credible partners in Product and Engineering forums
• Own the global escalations practice day-to-day, including process design and adherence
• Drive it to a single global standard
• Operate and enforce the working agreement with Product Engineering
• Own the quality of post-escalation output
• Build the prevention agenda and analyze root cause patterns
• Represent Technical Support in roadmap, release readiness, and quality forums
• Run the working-level feedback loop into Product and Engineering
• Assemble the evidence behind supportability investment
• Partner with Engineering on release quality gates
• Represent both teams in cross-functional work
• Produce the regular supportability and escalation readout for the Sr. Director
• Work with the Operations Manager to instrument escalation and Technical Lead activity in TSO reporting

Leadership & People Development:

• Lead and develop a senior, highly autonomous, globally distributed team
• Operate as a player-coach and hold the operating cadence
• Build succession depth in both teams and eliminate single-person dependency
• Partner with the Education & Enablement Manager to close skill gaps
• Set goals, performance expectations, and measurement for both teams
• Drive AI adoption within Technical Lead and Escalations workflows

Requirements:

• 8+ years in Technical Support, Escalation Management, or customer-facing engineering
• 3+ years managing technical teams
• Hands-on experience running an escalation practice or program
• Demonstrated ability to influence product and engineering priorities
• Experience operating within Support–Engineering agreements
• Comfort with support metrics and analysis
• Strong understanding of Tenable's product portfolio and security best practices
• Technical foundation across networking, authentication, operating systems, and cloud
• Excellent written and verbal communication
• Bachelor's degree in Computer Science, Information Systems, or equivalent experience