What are the responsibilities and job description for the Technical Support Engineer (Hybrid/Columbia MD) position at Tenable, Inc.?
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:
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
Occasional availability to work weekends and Holidays
Able to work hybrid/onsite location at HQ in Columbia MD
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
Bilingual candidates are desirable but not required (Spanish, Portuguese, German, French, Mandarin
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