Global Head of Technical Excellence & Escalations

Tenable

Columbia (MD)

Hybrid

USD 130,000 - 173,000

Full time

2 days ago

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Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Insurance

Disability Insurance

Life Insurance

401(k) with match

Employee stock purchase plan

PTO

Holidays

Education assistance

Parental leave

Job summary

Tenable is seeking a Senior Manager for Technical Excellence & Escalations in a hybrid role based in Columbia MD. You will lead two teams between Technical Support and business functions, turning escalation insights into product and process improvements.

The role emphasizes influence and orchestration over direct command, guiding senior engineers and leaders across AMER, EMEA, and APJ. You will mentor senior contributors, shape the operating model, and partner with Product and Engineering to

Qualifications

8+ years in Technical Support or escalation management.
3+ years leading technical teams; remote work experience preferred.
Hands-on escalation program; cross-functional coordination.
Ability to influence product and engineering priorities with data.
Experience with SLA adherence and post-incident reviews.
Strong understanding of Tenable products and security practices.
Technical grounding in networking, authentication, cloud.
Excellent written and verbal communication.

Responsibilities

Own the global escalations practice day to day with defined processes.
Represent teams in cross-functional work with Customer Success, Sales Engineering and Professional Services.
Drive escalation standards, severity definitions, and communications.
Ensure post-escalation output has tracked actions and measurable outcomes.
Develop prevention agendas by analyzing root causes and driving upstream changes.
Provide leadership coverage for critical escalations outside standard hours.