What are the responsibilities and job description for the Technical Support Technical Lead position at Tenable, Inc.?
Your Role:
As a Technical Support Technical Lead, you will represent our Support organization in key areas such as product knowledge, review of technical training and enablement material, and development of critical field service notifications. Technical Leads will participate in all lifecycle discussions and meetings to make sure that our customers’ needs are met and that our support organization is prepared to support products as they are released as well as ensuring the product is designed for maintainability. You will also provide mentoring to the broader support engineer population and serve as an escalation point within Support, diagnosing the most complex problems, recommending workarounds, and answering the most complex questions on the function and usage of the product. You will convey customer feedback to product development staff and the Product Management team. Responsible for resource planning and allocation, managing customer expectations and project deliverables, and providing cross-functional escalation and communication.
Your Opportunity:
- Triage Technical Support escalations from Tier I & II, related to complex technical product issues
- Research and investigate escalated tickets and resolve as many issues as possible without escalating outside of Technical Support
- Interface with Technical Support Engineers and Dev contacts in the areas of system configurations/setup, product functionality, software defect fixes, and enhancements
- Lead cross-functional teams to execute issue reviews between the Technical Leads, Escalation Engineers, PM, and Dev teams. Collectively, you will prioritize and facilitate the resolution of product issues while communicating to the stakeholders and/or department on the progress of each issue
- Maintain expert-level knowledge of Tenable’s products and security best practices
- Create and publish knowledge articles for reuse by customers and Tenable employees
- When needed, the ability to function effectively as a Point of Contact (POC) in escalated cases working directly with customers at all levels of their organization, and coordinating internal efforts to address customer issues
- Contribute to cross-department Product/Support Sync presentations, representing the product that you champion
- Attend cross-region/timezone Product meetings, representing the product that you champion
- This position is US-based only
What You'll Need:
- Able to work in a hybrid/on-site capacity at our headquarters in Columbia MD
- Bachelor’s degree in computer science or information systems (or equivalent experience)
- 7 Years Customer Support Experience for Security/Vulnerability or Similar Solutions
- Expert-level knowledge of Tenable’s products and security best-practices
- Advanced experience with Splunk and Cloud Technologies
- An understanding of Authentication and PKI infrastructures/technologies
- An understanding of various networking devices
- An understanding of Firewalls and packet-level inspection troubleshooting
- Strong analytical and technical skills
- Occasional availability to work weekends and/or Holidays for escalated cases/accounts
- Availability to work weekends and/or Holidays for on-call rotation
- May perform other duties and responsibilities that management may deem necessary from time to time
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