Senior Manager, Technical Excellence & Escalations

The role

The Senior Manager, Technical Excellence & Escalations leads the global Technical Excellence and Escalations Engineering teams. This role turns technical lead expertise and escalation findings into tracked changes with Product and Engineering while running a global escalations practice.

What you will do

• Run the operating model and product coverage plan for the global Technical Excellence team
• Set the team's working agenda for reactive and proactive work
• Turn Technical Lead findings into a prioritized agenda for Product and Engineering
• Own the global escalations practice including process design and communication standards
• Drive a single global standard for the escalations model across all theaters
• Operate and enforce the working agreement with Product Engineering
• Own the quality of post-escalation output and tracked actions
• Build the prevention agenda by analyzing root cause patterns
• Act as the Technical Support point of contact for high-severity customer situations
• Represent Technical Support in roadmap, release readiness, and quality forums

Required qualifications

• 8+ years in Technical Support, Escalation Management, or customer-facing engineering in enterprise software
• Recent focus on security or vulnerability management
• 3+ years managing technical teams
• Hands-on experience running an escalation practice or program
• Ability to influence product and engineering priorities using support and escalation data
• Experience operating within Support–Engineering agreements
• Comfort with support metrics and analysis
• Technical foundation across networking, authentication, operating systems, and cloud (AWS/Azure/GCP)
• 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

Benefits

• Medical, dental, vision, disability and life insurance
• 401(k) retirement savings with company match
• Employee stock purchase plan
• Employee referral program
• Flexible spending accounts
• Employee Assistance Program (EAP)
• Education assistance
• Parental leave
• Paid time off (PTO)
• Company-paid holidays
• Health and wellness events
• Community programs

Before you apply

• Applicants must be authorized to work for any employer in the U.S. without sponsorship
• Unable to provide sponsorship for work visas of any kind at the time of hire or during employment

About the company

Tenable is the Exposure Management company. Over 40,000 organizations around the globe rely on Tenable to understand and reduce cyber risk.