Senior/Elite Tech Support Engineer (Hybrid/Columbia MD)

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:

The Elite Technical Support 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 One, Tenable Vulnerability Management, Tenable Cloud Security, Nessus, Tenable Security Center, Tenable OT Security, and Tenable Identity Exposure, etc.

Your Opportunity:

• You will provide assistance and support to tier 2 level customers who have the Premier Service Offering by diagnosing their issues and efficiently providing resources and knowledge to identify root cause issues and solutions according to issue priority.

• You will mentor and advise support engineers in the diagnosis of complex customer issues with Tenable products as well as techniques and strategies to effectively diagnose and resolve such issues and maintain a productive workflow.

• Help coordinate and manage communications for internal incidents and service degradations instances to internal partners and help provide feedback for external customers. You will also ensure key account team and management stakeholders are aware of the status of all the customer issues or incidents you are involved with to ensure the customer is receiving consistent messages from all their contacts.

• You will drive critical customer support escalations in concert with the support owner of the case for complex technical product issues.  You will interface with the original support engineer and the customer via telephone and/or electronic communications in the areas of system configurations/setup, complex 3rd party product and code integrations, product functionality, software defect fixes, and enhancements.

• You will be a significant contributor and topic driver for the Tenable product suite in creating, reviewing, editing, and publishing knowledge base articles and trainings for use internally by Technical Support and externally by our customers. This includes improving knowledge accessibility and the ease of use of the knowledge base/trainings.

• You will facilitate New Product Introductions by working with the SMEs, Technical Leads, R&D, and Product Management teams to ensure the new design functionality is known and documented, creating materials to facilitate knowledge transfer from product to the Technical Support team, and ensuring all necessary hardware and software is procured and available for use in various Technical Support labs throughout the world.

• You will respond to requests for assistance by support engineers, sales engineers, customer success managers, and other partners in various channels, such as email, Slack messages, jira updates, Zoom session, etc, to share your knowledge and expertise as a Tenable leader.

What You'll Need:

• To succeed at this job, you must have an understanding of basic operations in Windows, Linux, and Mac operating systems, core concepts of security and vulnerability management, networking (TCP/IP), and precepts of software support.

• You must be passionate about problem solving and have a genuine interest in helping our customers and our partners succeed.

• You must be an effective communicator both verbally and in writing to ensure knowledge/concepts/solutions/status updates are transferred effectively to c