[Hiring] 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.

Our suite of products offers a diverse range of opportunities:

• Assisting customers with their first Nessus scanner
• Guiding them through intricate log correlation and real-time vulnerability analysis
• Contributing 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
• Analyze 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

Qualifications

• 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

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 (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

• Medical, dental, vision, disability and life insurance
• 401(k) retirement savings with company match
• Employee stock purchase plan
• Employee referral program
• Flexible spending accounts
• Employee Assistance Program (EAP)
• Education assistance
• Parental leave
• Paid time off (PTO)
• Company-paid holidays
• Health and wellness events
• Community programs