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Technical Support Engineer (Remote/West Coast)

About the position

Who is Tenable? Tenable® is the Exposure Management company. 44,000 organizations around the globe rely on Tenable to understand and reduce cyber risk. Our global employees support 65 percent of the Fortune 500, 45 percent of the Global 2000, and large government agencies. Come be part of our journey! What makes Tenable such a great place to work? Ask a member of our team and they’ll answer, “Our people!” We work together to build and innovate best-in-class cybersecurity solutions for our customers; all while creating a culture of belonging, respect, and excellence where we can be our best selves. When you’re part of our #OneTenable team, you can expect to partner with some of the most talented and passionate people in the industry, and have the support and resources you need to do work that truly matters. We deliver results that exceed expectations and we win together! 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, detailed at https://www.tenable.com/products , 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!

Responsibilities

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

Requirements

Bachelor’s degree in a technical field or equivalent experience
2+ years professional experience with networking (TCP/IP), Linux/Unix, macOS, Windows administration, patch deployment, and system configuration.
Experience providing technical support to enterprise clients, troubleshooting complex issues in production or customer environments; network security experience a plus.
Demonstrated interest in AI and Large Language Models (LLMs), with hands-on experience professionally or personally.
Willingness to adopt and help evolve AI-driven tools designed to accelerate case resolution and elevate the customer experience.
Knowledge of computer, network, and application security; familiarity with Nessus or similar tools is a bonus
Strong analytical and problem-solving skills, with the ability to learn quickly
Excellent written and verbal communication; customer-focused mindset
Ability to manage multiple priorities in a fast-paced environment to help meet business and client needs
Flexibility to work occasional weekends or holidays
Must be based on or reside on the West Coast

Nice-to-haves

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)

Benefits