Senior Manager, Technical Excellence – Escalations

Tenable

. Lead the global Technical Excellence team and global Escalations Engineering team .

Posted 10/5/2026full-timeUnited StatesSenior💰 $130,000 - $173,333 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in leading global technical teams and managing escalation practices, with a strong focus on process design, support metrics analysis, and cross-functional collaboration. Possesses a solid technical foundation in networking, authentication, and cloud technologies, alongside a deep understanding of security best practices.

Highest-signal resume keywords

Technical Support ManagementEscalation ManagementProcess DesignSupport Metrics AnalysisCross-Functional Coordination

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Technical SupportEscalation ManagementProcess DesignSupport Metrics AnalysisNetworkingAuthenticationOperating SystemsCloud TechnologiesSecurity Best PracticesSLA Adherence

Soft Skills

Excellent CommunicationLeadershipInfluencing SkillsTeam DevelopmentFlexibility

Tools & Technologies

AWSAzureGCPAI-Assisted Support Workflows

Industry Keywords

Enterprise SoftwareCybersecurityVulnerability ManagementFedRAMPSaaS

Tech Stack

Tools & technologies

AWSAzureCloudCyber SecurityGoogle Cloud Platform

About the role

Key responsibilities & impact

Lead the global Technical Excellence team and global Escalations Engineering team
Run the Technical Excellence operating model and product coverage plan across theaters
Set team agendas and balance reactive escalation support with proactive supportability work
Turn Technical Lead findings into a prioritized, evidence-backed agenda for Product and Engineering
Position Technical Leads as credible partners in Product and Engineering forums
Contribute to the Technical Lead career path with the Education & Enablement Manager
Own the global escalations practice, including process design, criteria, severity definitions, roles, communications, and adherence
Drive one global escalation standard across AMER, EMEA, and APJ
Enforce working agreements with Product Engineering covering SLAs, prioritization, updates, and resolution commitments
Ensure RCAs and post-incident reports produce tracked actions
Analyze root-cause patterns and drive upstream changes to reduce escalation volume and re-escalation
Serve as Technical Support point of contact for high-severity customer situations
Represent Technical Support in roadmap, release readiness, and quality forums
Run feedback loops into Product and Engineering and track support signals through shipped changes
Build evidence and business cases for supportability investment
Partner with Engineering on release quality gates
Represent both teams in cross-functional work with Customer Success, Sales Engineering, and Professional Services
Produce supportability and escalation readouts for the Sr. Director and senior leadership
Instrument escalation and Technical Lead activity in TSO reporting
Lead and develop a senior, autonomous, globally distributed team
Operate as a player-coach during critical escalations and difficult Engineering conversations
Build succession depth and eliminate single-person dependencies
Partner on skill-gap closure, enablement, and certification
Set goals, performance expectations, and measurement for both teams
Drive AI adoption in Technical Lead and Escalations workflows under the Support AI governance framework

Requirements

What you’ll need

8+ years in Technical Support, Escalation Management, or customer-facing engineering in enterprise software, with recent focus on security or vulnerability management
3+ years managing technical teams
Hands-on experience running an escalation practice or program, including process design and cross-functional coordination
Demonstrated ability to influence product and engineering priorities using support and escalation data
Experience operating within Support–Engineering agreements, including SLA adherence for defect resolution
Comfort with support metrics and analysis, including escalation volume, re-escalation rate, time-to-resolution, and ticket volume reduction
Strong understanding of Tenable's product portfolio and security best practices, or ability to reach it quickly
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
Able to work in a hybrid/on-site capacity at the office in Columbia, Maryland or Boston, Massachusetts
Availability to provide leadership coverage for critical escalations outside standard business hours as needed
Ability to work across AMER, EMEA, and APJ time zones
Occasional travel as required
Flexibility to perform other duties as deemed necessary by management
Cybersecurity or adjacent enterprise security SaaS experience preferred
Prior Technical Lead, Principal Engineer, or Escalations Engineer experience preferred
Product Management or program management exposure preferred
Familiarity with AI-assisted support workflows and governance preferred
Experience supporting FedRAMP or other regulated environments preferred
Applicants must be authorized to work for any employer in the United States without sponsorship

Benefits

Comp & perks

Variable compensation/bonus for non-sales roles based on company and individual performance
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
Reasonable accommodation during the application or recruiting process