Technical Support Engineer

Tenable, Inc.; United States; Remote; USD 65,000 - 90,000; Full time

Job summary

Tenable, Inc. is the Exposure Management company helping organizations understand and reduce cyber risk. As a Technical Support Engineer, you will deliver world-class security, network, and product support across Tenable's product portfolio, with a focus on Nessus and Tenable.io.

You'll troubleshoot with customers, analyze logs, and collaborate with global teams to resolve issues quickly while maintaining a strong commitment to customer success and knowledge sharing.

Qualifications

• Bachelor’s degree or equivalent experience in CS or IS.
• 1+ years in customer support or helpdesk roles.
• Experience with Linux and Windows Server administration.
• Experience analyzing log files and events.
• Strong knowledge of TCP/IP, ports and basic networking.
• Familiarity with firewalls and network security basics.
• Willingness to learn Tenable products and security concepts.

Responsibilities

• Provide troubleshooting assistance to customers for Tenable products.
• Collaborate with other support engineers to resolve complex issues.
• Perform remote troubleshooting and diagnostics with customers.
• Explain vulnerability findings and logs in clear, actionable terms.
• Reproduce issues in a lab for engineering review.
• Capture and share customer feedback for product improvement.
• Maintain up-to-date knowledge of Tenable products and security practices.
• Create knowledge articles to help customers and colleagues.
• Monitor personal performance metrics to meet goals.

Skills

Customer support experience

Linux admin

Windows server admin

Log file analysis

TCP/IP knowledge

Firewalls

Wireshark/PCAP

Nessus familiarity

Communication skills

Analytical thinking

Fast learner

Multi-tasking

Education

Bachelor’s degree in computer science or information systems

Tools

Nessus

Job description

Who is Tenable?

Tenable® is the Exposure Management company. Over 40,000 organizations around the globe rely on Tenable to understand and reduce cyber risk. Our global employees support 65 percent of the Fortune 500, 50 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:

The TechnicalSupport 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.

#LI-SH2

#LI-Office

We’re committed to promoting Equal Employment Opportunity (EEO) at Tenable - through all equal employment opportunity laws and regulations at the international, federal, state and local levels. If you need a reasonable accommodation due to a disability during the application or recruiting process, please contact [e-mail] for further assistance.

Tenable Data Consent Statement

Tenable is committed to protecting the privacy and security of your personal data. Depending on your location, one or more of the following notices may apply to you:

General Applicant Privacy Notice
California Applicant Privacy Notice
EU/EEA/UK Applicant Privacy Notice