Technical Support Engineer (Remote/West Coast)

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.

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

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; 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; 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 have

Network security experience a plus; Familiarity with Nessus or similar tools is a bonus; 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 SIEM 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

Variable compensation in addition to base pay; 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