remote
Technical Support Manager - West Coast/Pacific Time Zone - Tenable, Inc.
Software Engineer
Seeking a Technical Support Manager for the West Coast/Pacific Time Zone. This role involves leading a technical support team, ensuring excellent customer service, and managing complex technical issues within the cybersecurity domain.
About the role
Key Responsibilities
- Lead and manage a team of technical support engineers, fostering a high-performance culture.
- Ensure timely and effective resolution of customer technical issues, maintaining high satisfaction levels.
- Develop and implement support strategies to improve service delivery and efficiency.
- Collaborate with engineering and product teams to address recurring technical challenges.
- Monitor support metrics and provide regular reports on team performance and customer feedback.
- Mentor and coach team members, promoting professional growth and skill development.
Requirements
- Proven experience in a technical support management role.
- Strong understanding of cybersecurity principles and technologies.
- Excellent leadership, communication, and interpersonal skills.
- Demonstrated ability to manage complex technical problems and customer escalations.
- Experience with support ticketing systems and performance tracking tools.
Skills
problem solvingcommunication