Technical Support Manager - West Coast/Pacific Time Zone
Core
Lead and mentor a multi-shift Support Engineering team to drive customer satisfaction and operational efficiency for enterprise cybersecurity solutions.
Role type
Senior Technical Support Manager
Builds
High-quality support experience and operational workflows for large enterprise customers
Domain
Cybersecurity / Enterprise Software
Deliverable
client delivery
Required skills
Team leadership, hiring and performance management, KPI definition, technical escalation, strategic communication, product expertise, operational agility
Preferred skills
AI and LLM application, automation, Knowledge-Centered Service (KCS) methodology
Technologies
Tenable product suite, modern tech stacks
Responsibilities
Lead and mentor a multi-shift Support Engineering team, refine the support journey for customers and staff, define and monitor KPIs for capacity planning and SLA excellence, investigate complex technical issues and collaborate with R&D, act as the primary bridge for high-priority escalations, maintain deep technical knowledge of the product suite
Seniority
Senior, hands-on IC with team management
