Global Head of Technical Excellence & Escalations

Tenable, Inc.; Maryland; Hybrid; USD 130,000 - 173,000; Full time

Job summary

Tenable, the Exposure Management company, seeks a Senior Leader in Technical Excellence & Escalations in a hybrid role based near Columbia, MD. You will lead the global Technical Excellence and Escalations teams, shaping processes and driving alignment with Product and Engineering to reduce customer risk.

You will influence senior stakeholders, mentor senior engineers, and ensure consistent practices across AMER/EMEA/APJ.

Qualifications

• 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 — senior ICs, technical leads, or escalation engineers.
• 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.
• Strong understanding of Tenable's product portfolio and security best practices.
• Technical foundation across networking, authentication, operating systems, and cloud (AWS/Azure/GCP).
• Excellent written and verbal communication; comfortable with senior stakeholders and customers at any level.
• Bachelor's degree in Computer Science, Information Systems, or equivalent experience.
• Able to work in a hybrid/on-site capacity at our office in Columbia MD.
• Leadership coverage for critical escalations outside standard business hours; travel as needed.
• Flexibility to perform other duties as deemed necessary by management.

Responsibilities

• Run the operating model and product coverage plan for the global Technical Excellence team; ensure no coverage gaps across theaters.
• Set leads' working agenda: ownership, time split between reactive escalation support and proactive work.
• Turn escalation findings into a prioritized, evidence-backed agenda for Product and Engineering.
• Position Technical Leads as credible partners in Product and Engineering forums with data and framing.
• Lead the global Escalations Practice: design, criteria, severity definitions, roles, and adherence.
• Represent Support in roadmap, release readiness, and quality forums with Product Management and Engineering.

Skills

Technical leadership

Escalation management

Cross-functional collaboration

Communication under pressure

Remote collaboration

Education

Bachelor's degree in Computer Science or Information Systems

Job description

Tenable, the Exposure Management company, seeks a Senior Leader in Technical Excellence & Escalations in a hybrid role based near Columbia, MD. You will lead the global Technical Excellence and Escalations teams, shaping processes and driving alignment with Product and Engineering to reduce customer risk.

You will influence senior stakeholders, mentor senior engineers, and ensure consistent practices across AMER/EMEA/APJ.