Global Head of Technical Excellence & Escalations

Tenable Network Security, Inc.; Columbia (MD); On-site; USD 140,000 - 190,000; Full time

Job summary

Tenable Network Security, Inc. in Columbia, MD, seeks a Senior Manager of Technical Excellence & Escalations to lead the global Technical Excellence and Escalations teams.

The role drives early signal from engineering and support into actionable change, aligning Product and Engineering with a single, high-velocity escalation practice. The candidate will influence without direct authority, manage senior contributors, and ensure consistent escalation handling across global theaters, including

Qualifications

• 8+ years in Technical Support, Escalation Management, or customer-facing engineering in enterprise software.
• 3+ years leading technical teams, preferably remote or globally distributed.
• Experience running an escalation program or practice.

Responsibilities

• Run and own the global escalations practice: design processes, entry/exit criteria, severity, roles, and standards.
• Unify the escalation model across AMER, EMEA, and APJ with regional variance only where required.
• Collaborate with Product Engineering to ensure timely SLAs and effective prioritization of defects.
• Produce post-escalation output with tracked actions and clear follow-through.
• Drive the technical support agenda, governance, and readiness for leadership reviews.
• Lead development of senior talent and succession planning within the teams.

Skills

Technical leadership

Escalation management

Cross-functional collaboration

Remote communication

Job description

Tenable Network Security, Inc. in Columbia, MD, seeks a Senior Manager of Technical Excellence & Escalations to lead the global Technical Excellence and Escalations teams.

The role drives early signal from engineering and support into actionable change, aligning Product and Engineering with a single, high-velocity escalation practice. The candidate will influence without direct authority, manage senior contributors, and ensure consistent escalation handling across global theaters, including