Company Description

Sutherland is searching for a Technical Support Team Manager to lead, develop, and motivate a high-performance team of support professionals. We are looking for someone who can understand the needs of individuals and work to instill knowledge and confidence. If you believe you have what it takes and are looking for a fulfilling career within an expanding company, apply today!

Job Description

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 Tenable Salesforce CRM 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 & DevelopmentIdentify 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 OperationsWork with peers and build a good connection with Clients to present and review Weekly/Monthly and Quarterly business reviews.

Qualifications

Our most successful candidate 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 10-15 TSEs.Working knowledge of networking, Linux/Unix, MacOS, Windows administration, Security platforms, FirewallsHands-on knowledge of Windows Operating systems, sound knowledge of File Systems, File Directories, Registry editor, WMI, Installation and configuration of Software appsHands-on knowledge of Linux Operating systems – Red Hat, CentOS, Managing users and groups, files and permissions, networking - tcp/IpNetworking: OSI Model, protocols – TCP/IP, SMTP, and known ports, devices that work on different layers, Wireshark knowledge is a must.       Knowledge of SSL, HTTP/s will be a plus.Demonstrate leadership skills; the ability to take the lead in suggesting improvements and resolving issues.Strong customer orientation when managing the team on the ground and presenting team stats to the Account Manager and Clients daily.The ability to efficiently manage time and keep track of multiple schedules, meetings, and initiatives.People management expert: The highest level of people management skills and conflict resolution skills; mentoring and training, including team building and morale-boosting exercises.Knowledge of metrics, their measurements, thresholds, targets, and process owners.A proactive attitude towards developing trust and professional rapport with team members; the ability to be a team player.

Additional Information

All your information will be kept confidential according to EEO guidelines.