Global Tech Excellence & Escalations Lead

ResumeXrays LLC; Columbia (MD); Hybrid; USD 130,000 - 173,000; Full time

Benefits offered by this job

Medical, dental, vision insurance

401(k) with company match

Employee stock purchase plan

Education assistance

Parental leave & PTO

Job summary

Tenable in Columbia, MD seeks a Senior Manager for Technical Excellence & Escalations to bridge Technical Support with Product and Engineering. This role leads two teams and ensures fast, credible escalation handling across AMER, EMEA, and APJ.

It emphasizes influence over direction, and a strong capability to drive change through senior stakeholders. You will run the operating model, set agendas, and collaborate with Product/Engineering to convert findings into actionable improvements, while

Qualifications

• 8+ years in Technical Support, Escalation Management, or customer-facing engineering in enterprise software, with focus on security.
• 3+ years managing technical teams—remote/global teams preferred.
• Hands-on escalation program design and cross-functional coordination.
• Ability to influence product/engineering priorities with data.
• Familiarity with SLA agreements and escalation metrics.

Responsibilities

• Lead the global Technical Excellence team operating model and coverage plan across theaters.
• Own the escalations practice day-to-day: design, criteria, severity, roles, and communication.
• Align with Product/Engineering to ensure timely, evidence-based escalation handling.
• Represent support in roadmaps, release readiness, and quality forums with senior leadership.
• Develop leadership capability and succession within Technical Lead and Escalations teams.
• Instrument escalation/Lead activity in reporting for global visibility.

Skills

Escalation management

Technical leadership

Influence without authority

Cross-functional collaboration

Customer-facing engineering

SLA knowledge

Security domain knowledge

Written communication

Education

Bachelor's degree in Computer Science, Information Systems, or equivalent experience

Job description

Tenable in Columbia, MD seeks a Senior Manager for Technical Excellence & Escalations to bridge Technical Support with Product and Engineering. This role leads two teams and ensures fast, credible escalation handling across AMER, EMEA, and APJ.

It emphasizes influence over direction, and a strong capability to drive change through senior stakeholders. You will run the operating model, set agendas, and collaborate with Product/Engineering to convert findings into actionable improvements, while