[Hiring] Senior Technical Support Engineer @Tenable, Inc.

Role Description

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.

• Serve as the primary technical liaison between the customer and Tenable internal groups (Product Management, Sales, R&D, etc) for technical issues.
• Analyse and clarify customer technical inquiries.
• Analysing vulnerability scan results, system audits, and log events.
• Recreating customer software issues in a lab environment.
• Harness AI-driven technologies to amplify your impact, automate routine tasks, and focus on solving complex technical challenges.
• Maintaining in-depth knowledge of Tenable products and information security best-practices.
• Create and publish solution knowledge for re-use by customers and Tenable employees.

Qualifications

• This position's working week is Sunday to Thursday.
• Fluent Arabic speaker.
• Bachelor’s degree in IT or Computer Science (or equivalent experience).
• 2+ years professional experience with networking (TCP/IP), OS administration (Linux/Windows/MacOS), 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.
• Familiarity with Artificial Intelligence (AI) as Tenable continues to build an AI-augmented support model to accelerate case resolutions and to provide an exceptional customer/TSE 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.
• Availability to work weekends as part of a rotation and holidays is also required.

Requirements

• 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 (Coralogix, ElasticSearch, etc).
• Database technologies and SQL knowledge (Oracle, MySQL, MSSQL, etc).
• Cloud/Virtualization technologies (AWS, Azure, Docker, Kubernetes, etc).
• Fundamental understanding of programming languages.
• Experience with or understanding of Certificates and CA’s.
• Basic understanding of reviewing PCAPs with tools such as Wireshark.

Benefits

• This is the expected salary range for this position in the primary job location, depending on experience and qualifications.