---
title: 'Senior Manager, Technical Excellence & Escalations at Tenable, Inc.'
canonical: 'https://feeny.ai/job/senior-manager-technical-excellence-escalations-tenable-inc-boston-q4xvvm821hcb'
type: 'job'
last_seen: '2026-10-14'
---

# Senior Manager, Technical Excellence & Escalations at Tenable, Inc.

- **Company:** Tenable, Inc.
- **Location:** Boston, MA / Columbia, MD
- **Compensation:** $138k–$184k
- **Work type:** hybrid
- **Posted:** 2026-10-05
- **Last confirmed live:** 2026-10-14
- **Apply:** https://job-boards.greenhouse.io/tenableinc/jobs/5443596008

## Job description

Who is Tenable?

Tenable® is the Exposure Management company. Over 40,000 organizations around the globe rely on Tenable to understand and reduce cyber risk. Our global employees support 65 percent of the Fortune 500, 50 percent of the Global 2000, and large government agencies. Come be part of our journey!

What makes Tenable such a great place to work?

Ask a member of our team and they’ll answer, “Our people!” We work together to build and innovate best-in-class cybersecurity solutions for our customers; all while creating a culture of belonging, respect, and excellence where we can be our best selves. When you’re part of our #OneTenable team, you can expect to partner with some of the most talented and passionate people in the industry, and have the support and resources you need to do work that truly matters. We deliver results that exceed expectations and we win together!

Applicants must be authorized to work for any employer in the U.S. without sponsorship. We are unable to provide sponsorship for work visas of any kind at the time of hire, or at any point during employment. This includes, but is not limited to: F1-OPT, F1-CPT, H-1B, TN, J-1, etc

Your Role:

The Senior Manager, Technical Excellence & Escalations leads the two teams that sit between Technical Support and the rest of the business: the global Technical Excellence team, staffed by our Technical Leads, and the global Escalations Engineering team.

Both produce Tenable's earliest and clearest signal about product supportability and customer risk. Both have historically produced that signal faster than the organization could act on it. This role exists to close that gap.

This is not a queue-management job. The Senior Manager is accountable for two outcomes: turning Technical Lead expertise and escalation findings into tracked change with Product and Engineering, and running one escalations practice that behaves identically in AMER, EMEA, and APJ.

The role sits within Operations & Scale and works in close partnership with the Sr. Director, who sets overall strategy and carries the executive narrative. The Senior Manager owns the operating model, the day-to-day practice, and the working-level relationships with Product and Engineering that make change actually happen. They lead senior individual contributors who are already force multipliers — which makes this a job about influence and orchestration, not direction.

Who You Are:

- An orchestrator, not a bottleneck. You create the conditions for senior experts to influence the organization instead of routing their work through yourself.
- Technically credible. You have the depth to earn respect from Principal-level engineers and to challenge an Engineering assessment that doesn't hold up.
- A clear communicator under pressure. You can hold a room containing both a frustrated customer and an Engineering lead, and translate technical detail into business consequence.
- A systems thinker. You are drawn to the pattern behind the escalation. You would rather fix the class of problem than win the individual case.
- Comfortable influencing without authority. Much of what this role must accomplish depends on teams you don't own.
- Effective remotely. You build trust and hold a team together without relying on being in the room, and you communicate in writing well enough that distance isn't a handicap.
- A developer of senior talent. You are energized by growing people who are already very good, and you give direct feedback.

Your Opportunity:

Technical Excellence Team

- Run the operating model and product coverage plan for the global Technical Excellence team — every strategic product has clear lead ownership, defined authority, and no coverage gaps across theaters.
- Set the team's working agenda: what leads work on, what they own, and how their time splits between reactive escalation support and proactive supportability work.
- Turn Technical Lead findings — defect patterns, supportability gaps, documentation failures, recurring friction — into one prioritized, evidence-backed agenda, not a stream of individual product complaints.
- Position Technical Leads as credible partners in Product and Engineering forums, with the data, framing, and support they need to influence rather than escalate.
- Contribute to the Technical Lead career path with the Education & Enablement Manager, and apply it consistently — progression from Technical Lead through Senior and Principal, and the competencies that separate each grade.

Global Escalations Practice

- Own the global escalations practice day to day: process design, entry and exit criteria, severity definitions, roles, communication standards, and adherence.
- Drive it to a single global standard. One model, consistently applied and measured across all theaters, with regional variance only where legally or operationally required.
- Operate and enforce the working agreement with Product Engineering — SLA adherence for escalated defects, prioritization criteria, update cadence, and follow-through on resolution commitments. Escalate structural breakdowns to the Sr. Director.
- Own the quality of post-escalation output. Every RCA and post-incident report produces a tracked action, not a filed document.
- Build the prevention agenda: analyze root cause patterns and drive the upstream product, process, tooling, or enablement changes that reduce escalation volume and re-escalation rate.
- Act as the Technical Support point of contact for high-severity customer situations — providing assurance and coordination without displacing the assigned Escalations Engineer.

Driving Change Across the Organization

- Represent Technical Support in roadmap, release readiness, and quality forums at the Product Management and Engineering Manager level, making the supportability and escalation-risk case with data.
- Run the working-level feedback loop into Product and Engineering: defined cadence, shared prioritization, visible tracking from support signal to shipped change.
- Assemble the evidence behind supportability investment — ticket volume, escalation cost, re-escalation overhead — and partner with the Sr. Director to convert it into a business case that earns engineering capacity.
- Partner with Engineering on release quality gates so Technical Support has meaningful input before GA, not remediation duty after it.
- Represent both teams in cross-functional work with Customer Success, Sales Engineering, and Professional Services where escalation or account risk is in scope.
- Produce the regular supportability and escalation readout for the Sr. Director: narrative, trend, and recommendation — not raw metrics. Present directly to senior leadership as requested.
- Work with the Operations Manager to instrument escalation and Technical Lead activity in TSO reporting, so the teams' signal is visible without manual pulls.

Leadership & People Development

- Lead and develop a senior, highly autonomous, globally distributed team, including the Principal Technical Lead as a technical partner and strategic extension of the function.
- Operate as a player-coach: hold the operating cadence and coach the team, and step personally into a live critical escalation or a difficult Engineering conversation when it matters.
- Build succession depth in both teams and eliminate single-person dependency on strategic products and accounts.
- Partner with the Education & Enablement Manager — a peer in the same function — to close skill gaps in both populations and feed field learnings into broader Technical Support enablement and certification.
- Set goals, performance expectations, and measurement for both teams in line with global Technical Support objectives.
- Drive AI adoption within Technical Lead and Escalations workflows under the Support AI governance framework, acting as the proving ground for capability the wider TSO will inherit.

What You'll Need:

- 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 — ideally senior individual contributors, technical leads, or escalation engineers. Experience managing remote and globally distributed teams strongly preferred.
- 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.
- Comfort with support metrics and the analysis behind them — escalation volume, re-escalation rate, time-to-resolution, ticket volume reduction — and the ability to build the evidence case for investment.
- Strong understanding of Tenable's product portfolio and security best practices, or the demonstrated ability to reach it quickly.
- Technical foundation across networking, authentication, operating systems, and cloud (AWS/Azure/GCP) sufficient to lead technical discussions credibly.
- Excellent written and verbal communication; comfortable with senior stakeholders and with 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 or Boston MA.
- Available to provide leadership coverage for critical escalations outside standard business hours as needed, and to work across AMER, EMEA, and APJ time zones to support globally distributed teams.
- Occasional travel as required for team, customer, and cross-functional engagements.
- Flexibility to perform other duties as deemed necessary by management.

And Ideally:

- Cybersecurity or adjacent enterprise security SaaS experience.
- Prior time as a Technical Lead, Principal Engineer, or Escalations Engineer — credibility earned in the seat.
- Product Management or program management exposure.
- Familiarity with AI-assisted support workflows and their governance.
- Experience supporting FedRAMP or other regulated environments.

#LI-Hybrid

## #LI-MM1

This is the base pay range for this position. Compensation for the role will depend on a number of factors, including the candidate's qualifications, skills, competencies, location and experience, and may fall outside of the range shown. Employees are also eligible for variable compensation in addition to base pay (commission for sales roles, bonus for non-sales roles), depending on company and individual performance. Tenable also offers a variety of comprehensive and competitive benefits which include: medical, dental, vision, disability and life insurance; 401(k) retirement savings with company match; an employee stock purchase plan; an employee referral program; flexible spending accounts; an Employee Assistance Program (EAP); education assistance; parental leave; paid time off (PTO); company-paid holidays; health and wellness events; and community programs.

US Pay Range $137,500—$183,500 USD

We’re committed to promoting Equal Employment Opportunity (EEO) at Tenable - through all equal employment opportunity laws and regulations at the international, federal, state and local levels.  If you need a reasonable accommodation due to a disability during the application or recruiting process, please contact Recruiting@Tenable.com for further assistance.

Tenable Data Consent Statement

Tenable is committed to protecting the privacy and security of your personal data. Depending on your location, one or more of the following notices may apply to you:

[General Applicant Privacy Notice](https://static.tenable.com/marketing/hr/Tenable_General_Applicant_Privacy_Notice_FINAL_4-29-2026_branded.pdf) [California Applicant Privacy Notice](https://static.tenable.com/marketing/hr/Tenable_CCPA_Notice_Applicants_FINAL_4-29-2026_branded.pdf) [EU/EEA/UK Applicant Privacy Notice](https://static.tenable.com/marketing/hr/Tenable_EEA_UK_Applicant_Privacy_Notice_FINAL_6-4-2026_branded.pdf)

## About Tenable, Inc.

## Company Overview
- **One-liner**: Tenable is the Exposure Management company, providing an AI-powered platform that unifies security visibility, insight, and action across the entire attack surface to help organizations understand and reduce cyber risk.
- **Entity Type**: Public (Ticker: TENB)
- **Headquarters**: Columbia, Maryland, USA
- **Founded**: 2002
- **Founders**: Ron Gula, Jack Huffard, Renaud Deraison

## Core Business
- Primary industry/industries: Cybersecurity (Exposure Management, Vulnerability Management, Cloud Security, OT Security, Identity Security)
- Target customers: Enterprise, SMB, and government organizations (B2B) — serving over 44,000 customers worldwide, including 65% of the Fortune 500 and 50% of the Global 2000 [tenable.com](https://www.tenable.com/about-tenable/about-us)
- Mission or purpose statement: "We believe every business has the right to pursue its ambitions free from security worry. This is why we dedicate ourselves to isolating and eradicating the cyber exposures that hold organizations back." [tenable.com](https://www.tenable.com/about-tenable/about-us)

## Products & Services
- **[Tenable One](https://www.tenable.com/)**: The company's flagship Exposure Management platform. It unifies visibility, insight, and action across the entire attack surface (IT, cloud, OT, identity, third-party applications, and AI) using native signals, exposure intelligence, and third-party data. It is powered by **Tenable Hexa AI**, which provides agentic orchestration to accelerate remediation.
- **Vulnerability Management**: Core solution for discovering assets and prioritizing vulnerabilities based on risk.
- **AI Exposure**: Provides visibility into the AI supply chain, including LLM integrations and data pipelines, to identify misconfigurations and shadow AI.
- **Cloud Security (CNAPP)**: Reduces cloud risk by closing misconfigurations, risky entitlements, and vulnerabilities across multi-cloud and hybrid environments.
- **Identity Exposure**: Continuously discovers assets and uses risk-based prioritization to focus on the most exploitable vulnerabilities.
- **OT Exposure**: Manages security across cyber-physical ecosystems, bridging the gap between IT and OT.

## Market Standing
- **Valuation/Market Cap**: Not publicly available in search results. (Public company; market cap fluctuates with stock price.)
- **Key Metric**: Annual Revenue — Not publicly available in search results. (As a public company, revenue is disclosed in SEC filings like 10-K/10-Q; the latest figure was not cited in the provided search results.)
- **Notable Investors/Partners**: The company went public in 2018 in one of the largest raises for a U.S.-listed security company at the time. Key leadership includes co-CEOs Steve Vintz and Mark Thurmond [tenable.com](https://www.tenable.com/about-tenable/about-us).
- **Growth Signals**: 
  - Named a Leader in the 2025 Gartner Magic Quadrant for Exposure Assessment Platforms.
  - Named a Leader in the IDC MarketScape Worldwide Exposure Management 2025 Vendor Assessment.
  - Named a Leader in The Forrester Wave: Unified Vulnerability Management Solutions, Q3 2025.
  - Serves 44,000+ customers worldwide, including 65% of the Fortune 500.
  - Processes 1.7 trillion unique exposure data points per year and covers 336,000+ CVEs [tenable.com](https://www.tenable.com/about-tenable/about-us).

## Competitive Advantages
- **Market Leadership**: Consistently recognized as a Leader by major analyst firms (Gartner, Forrester, IDC) in the exposure management and vulnerability management categories.
- **Vast Data Fabric**: The Tenable Exposure Data Fabric and Hexa AI provide a unique ability to understand how risk moves through an environment, enabling precise prioritization and coordinated remediation across teams and AI agents.
- **Broad Coverage**: Unifies visibility across IT, cloud, OT, identity, and AI — a breadth that few competitors match.
- **Scale & Trust**: Trusted by a massive portion of the Fortune 500 and Global 2000, creating a strong network effect and brand moat.

## Strategic Focus
- **AI-Powered Exposure Management**: Deep investment in Tenable Hexa AI for agentic orchestration, aiming to shorten the time from detection to resolution.
- **Expanding the Attack Surface View**: Continuously adding new domains (AI, identity, OT) to the platform to provide a truly unified view.
- **Closing the Gap**: The core mission is to "close the gap between exposure and attack" by making exposure clear and actionable for customers.

## Why Work Here
- **Culture & Recognition**: Great Place to Work Certified, 2025 Best Workplace in Technology, 2025 Best Workplaces in Tech in the UK, and Best Workplace for Disability Inclusion [tenable.com](https://www.tenable.com/careers).
- **Work Model**: Hybrid and remote opportunities available. "Hub" roles require some weekly in-office presence, while Field/Remote roles are more flexible with occasional office attendance [tenable.com](https://www.tenable.com/careers).
- **Benefits**: Comprehensive health benefits (physical, mental, and family-forming plans), retirement plans, Employee Stock Purchase Plan (ESPP), equity incentives, life and disability insurance, and generous paid time off.
- **Professional Development**: Customizable opportunities including learning courses, mentorship, leadership programs, and tuition reimbursement.
- **Engineering & Research Focus**: Strong emphasis on world-class research (covering 336K+ CVEs) and engineering innovation. The company is building "innovative platforms, products and features to help our customers stay one step ahead" [tenable.com](https://www.tenable.com/careers).
- **Global Impact**: Work with a team across 40 countries, serving 44,000+ customers including some of the largest organizations in the world.

## Sources
1. [tenable.com](https://www.tenable.com/)
2. [tenable.com](https://www.tenable.com/about-tenable/about-us)
3. [tenable.com](https://www.tenable.com/careers)
4. [greenhouse.io](https://boards.greenhouse.io/tenableinc)
5. [linkedin.com](https://www.linkedin.com/company/tenableinc)

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