Level Support - Team Manager - Taguig (start ASAP)

JD | Level Support - TM

Our most successful candidates will have

• A bachelor's degree or associate degree is preferred but not required.

• Minimum of 2 years experience in supporting a tech program.

• Experience in managing a team of 10 to 12 TSRs.

• Working knowledge of networking, Linux/Unix, macOS, Windows administration, patch deployment and system configuration, security, and Active Directory.

• Demonstrated leadership/people manager skills; the ability to take the lead in making improvements and resolving issues.

• Knowledge of metrics, their measurements, thresholds, targets, and process owners.

• Strong customer orientation when managing communications and issues.

• The ability to efficiently manage time and keep track of multiple schedules, meetings, and initiatives.

• People management expert: Highest level of people management skills and conflict resolution skills; mentoring and training, including team building and morale-boosting exercises.

• A proactive attitude towards developing trust and professional rapport with team members; the ability to be a team player.

Job Responsibilities:

• Handle support issues from Nessus customers via web-to-case, voice, and chat channels.

• Handle product how-to, configuration, and product installation inquiries using fixes and solutions from the Nessus support knowledge base.

• Utilize the 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 reused.

• Work closely and build relationships with the rest of the Tenable team, including Sales, Customer Advocacy, Research & Development, and Operations