Technical Manager - Team Manager

Managers in this role get to: Impact the Bottom Line: Drive the performance of a team of Consultants, meeting and exceeding all KPI targets. Strengthen Relationships: Manage attrition, shrinkage, and other critical metrics of the team. Influence the Lives of Others: Coach and mentor Consultants, providing feedback and performance management. Keep Management Updated: Inform leadership on the latest trends of end-user customers and provide feedback to Ops Managers. Define Sutherland's Reputation: Drive organizational initiatives within the team from time to time.

• Utilize Tenable Salesforce instance to document all support interactions and advance issues to other support teams per documented processes.
• Analyze and advance complex technical issues to support the team.
• Ensure customer feedback is properly channeled into Product Management and Research & Development
• Identify opportunities to improve or add content to the Nessus Support Knowledgebase and work with the support team to get the content added so it can be re-used.
• Work closely and build relationships with the rest of the Tenable team, including Sales, Customer Advocacy, Research & Development, and Operations
• Manage and mentor a team of technical support engineers, providing regular coaching and performance feedback.
• Oversee the daily operations of the support team, ensuring adherence to service level agreements (SLAs) and quality standards.
• Develop and implement support strategies, processes, and procedures to improve efficiency and customer satisfaction.
• Monitor key performance indicators (KPIs) and report on team performance to senior management.
• Handle escalated customer issues and act as a point of contact for high-priority technical problems.

Function: Management
Experience Level: Mid-Senior Level