Alex Henson

About Alex Henson

Driving customer success at scale by shaping regional support strategies and championing product quality. I lead high-performing teams, mentor future leaders, and align execution with global priorities to deliver measurable impact. Skilled in advanced analytics, incident management, and cross-functional collaboration, I turn data into action and blockers into breakthroughs. Passionate about building resilient teams, standardizing best practices, and fostering innovation that elevates the customer experience worldwide.

Experience

1. Global Support Manager

   Tanium

   Mar 2024 — Present · Bellevue, WA, US

   I am currently leading a globally distributed team of enterprise-focused Technical Support Engineers delivering exceptional 24/7 service through a “follow the sun” support model. I help to champion operational excellence by designing and optimizing workflows for onboarding, ticket triage, and escalations aligned with SLAs/SLOs: achieving significant gains in time-to-resolution and customer satisfaction. I help to foster close collaboration across Product, Engineering, Solutions Engineering, and Customer Success teams, ensuring customer feedback was continuously integrated into roadmap planning and support strategies. I am passionate about building resilient, collaborative teams, proactive service models, and driving measurable impact across the converged endpoint management space.

Education

• Bentley University

  Bachelor of Science, Managerial Economics and Information Technology

• Western Governors University

  Bachelor of Science, Computer Science

• Georgia Institute of Technology

  Master of Science, Computer Science

• The University of Hong Kong

  International Business