Technical Support Engineer

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:

• Provide troubleshooting assistance to customers when they encounter product issues to ensure timely problem resolution.
• Collaborate effectively and efficiently with other TSEs to solve difficult issues.
• Use remote troubleshooting techniques to troubleshoot and correct issues.
• 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 captured accurately for review.
• Maintain in-depth knowledge of Tenable products and information security best-practices.
• Create and publish knowledge articles 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.

What You'll Need:

• Bachelor’s degree in computer science or information systems (or equivalent experience).
• 1+ Years Customer Support / Helpdesk Experience.
• 1+ Years Linux / Windows Server Administration Experience.
• 1+ Years Log File Analysis Experience.
• Strong knowledge of TCP/IP ports and protocols.
• Working Knowledge of Firewalls.
• Working Knowledge of Wireshark/PCAP or similar.
• Knowledge of Nessus or similar programs is a plus.
• A passion for helping customers succeed.
• Outstanding written and verbal communication skills.
• Strong analytical and technical skills.
• Strong desire to learn new skills at an accelerated pace.
• Ability to multi-task and manage multiple priorities in a fast-paced environment.
• Occasional availability to work weekends (10:30am - 8:30pm) and Holidays.
• Ability to sit and work at a computer for extended periods of time.
• Some travel may be required.

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