Senior Manager, Technical Excellence & Escalations
Core
Leads Technical Excellence and Escalations Engineering teams to translate support findings into tracked product changes and enforce a single global escalation standard.
Role type
Senior Manager, Technical Operations & Escalations
Builds
Global escalations practice, Technical Excellence operating model, and cross-functional change loops with Product/Engineering
Domain
Cybersecurity / Technical Support Operations
Required skills
Technical credibility with Principal engineers, cross-functional influence without authority, global team leadership, systems thinking, remote team management, strategic roadmap representation
Preferred skills
AI adoption in support workflows, career path development for senior technical talent
Technologies
Tenable platform, TSO reporting tools
Responsibilities
Define and run the global escalations practice with consistent standards across AMER, EMEA, and APJ; Turn Technical Lead findings into prioritized change agendas for Product and Engineering; Represent Technical Support in roadmap and release readiness forums; Lead and develop a senior, globally distributed team of Technical Leads and Escalation Engineers; Drive AI adoption within Technical Lead and Escalations workflows
Seniority
Senior, hands-on IC with strategic mentorship
