Company Description:
Sutherland is seeking a leadership-oriented and self-motivated person to join us as an Team Manager. We are a group of driven and hard-working individuals. If you are looking to build a fulfilling career and are confident you have the skills and experience to help us succeed, we want to work with you!
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 instance to document all support interactions and advance issues to other support teams per documented processes.
- Analyze and advance complex technical issues to support 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
Qualifications:
Our most successful candidates will have:
- A Bachelor’s degree or Associate Degree 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.
- 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 pro-active 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.
