What are the responsibilities and job description for the Elite Technical Support Engineer - TS/SCI + Full-Scope Poly (hybrid) position at Tenable, Inc.?
Your Role:
As an Elite Cloud Security Technical Support Engineer, you will provide world-class support to Tenable’s Premium Support customers, focusing on cloud security products. You will be the go-to expert for customers who rely on Tenable’s Cloud Security solutions to secure their cloud environments. Your role requires a deep understanding of cloud security, vulnerability management, compliance auditing, and impeccable communication skills to ensure sustained market-leading customer loyalty. You will handle complex technical issues, guide customers through implementing and optimizing Tenable Cloud Security products and collaborate with internal teams to resolve advanced issues and enhance the customer experience.
Your Opportunity:
Expertise Development: You will maintain and expand your expert-level knowledge of Tenable’s Cloud Security products and cloud security best practices.
Customer Engagement: Develop and maintain a deep awareness of each customer’s cloud deployment and security needs.
Problem Resolution: Research and investigate escalated tickets, resolve issues without escalating outside of Technical Support when possible and recreate software issues in a lab environment to find solutions.
Collaboration: Actively engage with Technical Support personnel to ensure proper handling of questions and issues related to premium service accounts, providing them with the guidance needed to support cloud security deployments.
Escalation Management: Escalate software bugs, feature requests, and critical issues to Tenable's research, development, and product management teams.
Proactive Communication: Regularly update management on the status and progress of premium service accounts, ensuring transparency and proactive handling of potential issues.
What You'll Need:
Must be a US Citizen
Active and transferable TS/SCI with Full-Scope Poly required
Ability to travel to customer site - approximately 20%
Bachelor’s degree in Computer Science, Information Systems, or a related field (or equivalent experience).
5 years of experience in technical support for complex enterprise software, security, Linux administration, network administration, or network security - with at least 2 years providing tier 3 support within an environment that requires a security clearance
1 year previous experience working on Cloud Platforms (AWS, Azure, GCP), focusing on Cloud Security solutions.
In-depth knowledge of cloud platforms (AWS, Azure, Google Cloud) and their security features.
Strong understanding of networks, Linux/Unix and Windows administration, and cloud-based vulnerability management.
Experience with scripting and automation (e.g., Python, Bash, PowerShell) within cloud environments.
Familiarity with virtualization technologies such as VMware, Hyper-V, Amazon AWS, Microsoft Azure, and Docker.
Understanding of Industry Security Standards (e.g., DISA, HIPAA, CIS, ISO 27001, PCI) and their application within cloud environments.
Intermediate understanding of reviewing PCAPs with tools such as Wireshark.
Outstanding written and verbal communication skills, focusing on sustaining customer loyalty.
Ability to multitask, manage multiple priorities in a fast-paced environment, and work independently remotely.
A proactive approach to problem-solving and a willingness to go beyond documented knowledge to learn and adapt to new technologies.
Knowledge of database technologies and SQL (Oracle, MySQL, MSSQL).
Understanding of APIs and their practical application in cloud security settings.
Familiarity with certificates and Certificate Authorities (CAs).
Certification – AWS Associate, AWS Security Specialty, Terraform Associate, CCSP, CISS
Must be available to work occasional weekends as part of a global support team.
Travel 20% for client site visits.
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