Technical Support Engineer (West)

Your Role:

Join our Technical Support Team at Tenable where you’ll play a pivotal role in bridging the gap between our products and customers. Solve real-world technical challenges by offering exceptional support for cutting-edge vulnerability assessment and compliance auditing software. Your expertise will shine in complex, multi-layered customer environments. Our suite of products, including Nessus, Tenable One, Tenable.io, Tenable.cs, Tenable.ad, Tenable.sc, and Tenable.ot, offers a diverse range of opportunities. From assisting customers with their first Nessus scanner to guiding them through intricate log correlation and real-time vulnerability analysis, you'll contribute to mitigating cyber risks and closing the Cyber Exposure gap. Join us in delivering top-notch support that makes a difference!

Your Opportunity: 

• Work closely and build relationships with the rest of the Tenable team, including Sales, Customer Advocacy, Research & Development, and Operations

• Troubleshoot, analyze and address customer technical inquiries and  ensure timely problem resolution.

• Use remote troubleshooting techniques to troubleshoot and correct issues

• Analyzing vulnerability scan results, system audits, and log events

• Help customers understand vulnerability scan results, system audits, and/or log events and provide clear, concise, and actionable information to quickly resolve issues

• Recreate customer software issues in a lab environment for engineering assessment

• Ensure customer feedback is properly captured and channeled into Product Management and Research & Development

• Maintain in-depth knowledge of Tenable products and information security best-practices

• Create and publish solution knowledge for re-use by customers and Tenable employees

• Continually review personal performance metrics to ensure goals are consistently met

• May perform other duties and responsibilities that management may deem necessary from time to time

• Opportunities for career advancement within Technical Support as well as other organizations within Tenable

What You'll Need:

• Must be based on the West Coast

• Bachelor’s degree in a technical field (or equivalent experience)

• Knowledge of networking,TCP/IP Ports and Protocols, Linux/Unix, macOS, Windows administration, patch deployment and system configuration

• Knowledge of Computer, Network and Application security is a plus

• Knowledge of Nessus or similar programs is a plus

• Previous experience in customer support or network security

• A passion for helping customers succeed

• Outstanding written and verbal communication skills

• Strong analytical and technical skills with a strong desire to learn new skills at an accelerated pace

• Ability to multi-task and manage multiple priorities in a fast-paced environment

• Ability to sit and work at a computer for extended periods of time

• Some travel may be required

• Professional fluency in Spanish is a plus

• Occasional availability to work weekends and Holidays 

And Ideally:

• Using Nessus and/or other vulnerability management or cybersecurity tools, either professionally or in an academic setting,

• Experience with ticketing systems (JIRA, Salesforce, Zendesk etc.)

• Log analysis using a SEIM product (Splunk, ElasticSearch, etc)

• Database technologies and SQL knowledge (Oracle, MySQL, MSSQL, etc.)

• Virtualization technology (VMWare, Hyper-V, Amazon AWS, Microsoft Azure, Docker, etc.)

• Fundamental understanding of programming languages

• Experience in Industry Security Standards (DISA, HIPAA, CIS, ISO 27001, etc)

• Experience with or understanding of Certificates and CA’s

• Basic understanding of reviewing PCAPs with tools such as Wireshark

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