# Senior Manager, Technical Excellence & Escalations

**Company**: Tenable
**Location**: Columbia, Maryland
**Work arrangement**: hybrid
**Experience**: senior
**Job type**: full-time
**Salary**: $130,000-$173,333.33 USD
**Category**: Security
**Industry**: Technology

**Apply**: https://job-boards.greenhouse.io/tenableinc/jobs/5474139008?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/job/senior-manager-technical-excellence-and-c564207d-52e/

## Description

You will lead two teams: the global Technical Excellence team and the global Escalations Engineering team. Your goal is 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 tasks

- Turn Technical Lead findings into one prioritized, evidence-backed agenda

- Position Technical Leads as credible partners in Product and Engineering forums

- Contribute to the Technical Lead career path

- Own the global escalations practice day to day

- 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

- Act as the Technical Support point of contact for high-severity customer situations

- 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

- Lead and develop a senior, highly autonomous, globally distributed team

Requirements:

- 8+ years in Technical Support, Escalation Management, or customer-facing engineering in enterprise software

- 3+ years managing technical teams

- Hands-on experience running an escalation practice or program

- Demonstrated ability to influence product and engineering priorities using support and escalation data

- 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

Nice to Have:

- Cybersecurity or adjacent enterprise security SaaS experience

- Prior time as a Technical Lead, Principal Engineer, or Escalations Engineer

- Product Management or program management exposure

- Familiarity with AI-assisted support workflows and their governance

- Experience supporting FedRAMP or other regulated environments

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## Skills

### Required
- Technical Support
- Escalation Management
- customer-facing engineering
- security
- vulnerability management
- Technical Excellence
- Escalations Engineering
- Product Management
- Engineering

### Nice to have
- Cybersecurity
- adjacent enterprise security SaaS
- Technical Lead
- Principal Engineer
- Escalations Engineer
- program management
- AI-assisted support workflows
- FedRAMP

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Source: [Apply at job-boards.greenhouse.io](https://job-boards.greenhouse.io/tenableinc/jobs/5474139008?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)