Artificial Intelligence. Automation. Cloud Engineering. Advanced Analytics.
For Enterprises, these are key factors of success. For us, they're our core expertise.
We work with global iconic brands. We bring them a unique value proposition through market-leading technologies and business process excellence. At the heart of it all is Digital Engineering - the foundation that powers rapid innovation and scalable business transformation.
We've created 363 unique and independent inventions, 250 of which are AI-based and rolled up under several patent grants in critical technologies. Leveraging our advanced products and platforms, we drive digital transformation at scale, optimize critical business operations, reinvent experiences, and pioneer new solutions, all provided through a seamless "as-a-service" model.
For each company, we provide new keys for their businesses, the people they work with, and the customers they serve. With proven strategies and agile execution, we don't just enable change - we engineer digital outcomes.
Sutherland
Digital Outcomes.
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.
Our most successful candidates will have: - Be able to work in MS Office - Be able to work in a fast-paced environment - Be pro-active in developing trust and professional rapport with employees and team members; work as a team-player - Have strong analytical skills; be able to interpret data, identify trends, and make suggestions for improvements - Have strong verbal and written communication skills; be able to communicate in a clear, constructive, and professional manner
- Minimum of 2-4 years’ experience in supporting a tech program.
- Experience in managing a team of 10 to 15 TSEs.
- 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.
All your information will be kept confidential according to EEO guidelines.
Skills Required
- 2–4 years of experience supporting a technology program
- Experience managing a team of 10 to 15 technical support engineers
- Working knowledge of networking, Linux/Unix, macOS, Windows administration, patch deployment, and system configuration
- Demonstrated leadership and people management skills, including leading improvements and resolving issues
- Knowledge of metrics, measurements, thresholds, targets, and process owners
- Strong customer orientation when managing communications and issues
- Ability to manage time efficiently and track multiple schedules, meetings, and initiatives
- Advanced people management and conflict resolution skills, including mentoring, training, team building, and morale boosting
- Proactive ability to develop trust and professional rapport and work as a team player
- Ability to work in Microsoft Office
- Ability to work in a fast-paced environment
- Strong analytical skills to interpret data, identify trends, and suggest improvements
- Strong verbal and written communication skills
Sutherland Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Sutherland and has not been reviewed or approved by Sutherland.
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Flexible Benefits — Flexible scheduling and work-from-home arrangements are offered on certain programs, supported by remote-work infrastructure and virtual IT support. Program-specific flexibility is emphasized for “Sutherland Anywhere” roles.
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Leave & Time Off Breadth — Paid time off and paid training are positioned as standard elements, with some materials also highlighting flexible vacation days. Core leave features are presented as part of the baseline package.
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Strong & Reliable Incentives — Performance incentives, bonuses, and commissions are available on selected programs to supplement base pay. Goal-linked earnings opportunities are described for certain functions.
Sutherland Insights
What We Do
We make digital ?????™ by combining human-centered design with real-time Analytics, AI, Cognitive Technology & Automation to create exceptionally engineered Brand Experiences! Sutherland is an experience-led digital transformation company. Our mission is to deliver exceptionally engineered experiences for customers and employees today, that continue to delight tomorrow. For over 35 years, we have cared for our customers’ customers, delivering measurable results and accelerating growth. Our proprietary, AI-based products and platforms are built using robust IP and automation. We are a team of global professionals, operationally effective, culturally meshed, and committed to our clients and to one another. We call it One Sutherland. #MakeDigitalHuman
