Tech Support Engineer – Bilingual English/Portuguese – Brasil/ São Paulo (Remote)

Your Role:

The Technical Support Engineer provides consistent, world-class security, network, and product support for Tenable products. Our support engineers possess excellent knowledge of security assessment, vulnerability management and compliance auditing capabilities along with the drive to rapidly learn the newest technologies. Impeccable communication skills (written and verbal) focused on sustaining market leading customer loyalty is a key requirement for this position. The Technical Support Engineer provides support for Tenable’s entire product suite; including Tenable.io, Nessus, Security Center, Log Correlation Engine, and Nessus Network Monitor.

Your Opportunity:

• You will provide assistance and support to tier 2 level customers who have the Premier Service Offering by diagnosing their issues and efficiently providing resources and knowledge to identify root cause issues and solutions according to issue priority.
• You will mentor and advise support engineers in the diagnosis of complex customer issues with Tenable products as well as techniques and strategies to effectively diagnose and resolve such issues and maintain a productive workflow.
• Help coordinate and manage communications for internal incidents and service degradations instances to internal partners and help provide feedback for external customers. You will also ensure key account team and management stakeholders are aware of the status of all the customer issues or incidents you are involved with to ensure the customer is receiving consistent messages from all their contacts.
• You will drive critical customer support escalations in concert with the support owner of the case for complex technical product issues.  You will interface with the original support engineer and the customer via telephone and/or electronic communications in the areas of system configurations/setup, complex 3rd party product and code integrations, product functionality, software defect fixes, and enhancements.
• You will be a significant contributor and topic driver for the Tenable product suite in creating, reviewing, editing, and publishing knowledge base articles and trainings for use internally by Technical Support and externally by our customers. This includes improving knowledge accessibility and the ease of use of the knowledge base/trainings.
• You will facilitate New Product Introductions by working with the SMEs, Technical Leads, R&D, and Product Management teams to ensure the new design functionality is known and documented, creating materials to facilitate knowledge transfer from product to the Technical Support team, and ensuring all necessary hardware and software is procured and available for use in various Technical Support labs throughout the world.
• You will respond to requests for assistance by support engineers, sales engineers, customer success managers, and other partners in various channels, such as email, Slack messages, jira updates, Zoom session, etc, to share your knowledge and expertise as a Tenable leader.

What You'll Need:

• Fluency and ability to explain technical concepts in English and Portuguese
• To succeed at this job, you must have an understanding of basic operations in Windows, Linux, and Mac operating systems, core concepts of security and vulnerability management, networking (TCP/IP), and precepts of software support.
• You must be passionate about problem solving and have a genuine interest in helping our customers and our partners succeed.
• You must be an effective communicator both verbally and in writing to ensure knowledge/concepts/solutions/status updates are transferred effectively to coworkers, peers, management and customers
• You must be confident in R&D interactions with a firm grasp of the technology that will allow you to work efficiently and effectively with the R&D and Product Management teams to prioritize and resolve design related product issues.
• It would be preferred if you have familiarity with common security/compliance/benchmark auditing standards (CERT,SCAP, DISA STIGs, CIS, HIPAA)
• You must have a Bachelor’s degree in Engineering, Computer Science, Information Systems or equivalent experience.

• We are looking for someone with:

  • 2+ Years experience at a Tier-1 technical support level supporting security/vulnerability solutions

  • 2+ Years Linux / Windows server administration/troubleshooting experience

  • 2+ Years log file/debug report/diagnostic file analysis experience 

• We would like someone to join our team who has:

  • Ability to write bash, powershell, or similar scripts to automate tasks and troubleshooting

  • Deep understanding of firewalls and packet level inspection / troubleshooting

  • Working knowledge of Regex

  • Working knowledge of SIEM Solutions, SQL, and Certificate Authority (CA) infrastructure 

• You should have a strong desire to learn new skills at an accelerated pace and the have ability to multitask and manage multiple priorities in a fast-paced environment

• You must have occasional availability to work weekends and holidays

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