Technical Support Engineer – West Coast

This is a fully remote position, open to applicants in California.

📋 Description

• Collaborate closely and foster relationships with the broader Tenable team, which includes Sales, Customer Advocacy, Research & Development, and Operations.

• Diagnose, evaluate, and resolve customer technical inquiries, ensuring prompt resolution of problems.

• Utilize remote troubleshooting methods to identify and rectify issues.

• Analyze results from vulnerability scans, system audits, and log events.

• Assist customers in comprehending vulnerability scan outcomes, system audits, and log events, providing clear, concise, and actionable information for swift issue resolution.

• Reproduce customer software issues in a laboratory setting for engineering evaluation.

• Ensure that customer feedback is accurately recorded and directed to Product Management and Research & Development.

• Maintain comprehensive knowledge of Tenable products and best practices in information security.

• Develop and distribute solution knowledge for reuse by both customers and Tenable employees.

• Regularly assess personal performance metrics to ensure consistent achievement of goals.

• May undertake additional duties and responsibilities as deemed necessary by management from time to time.

• Opportunities for career progression within Technical Support and other areas of Tenable.

⛳️ Requirements

• Bachelor's degree in a technical discipline or equivalent experience.

• Over 2 years of professional experience in networking (TCP/IP), Linux/Unix, macOS, Windows administration, patch deployment, and system configuration.

• Experience in providing technical support to enterprise clients, troubleshooting complex issues in production or customer environments; network security experience is advantageous.

• Demonstrated enthusiasm for AI and Large Language Models (LLMs), with relevant hands-on experience, either professionally or personally. Willingness to adopt and enhance AI-driven tools aimed at expediting case resolution and improving customer experience.

• Knowledge of computer, network, and application security; familiarity with Nessus or similar tools is a plus.

• Strong analytical and problem-solving capabilities, with a quick learning aptitude.

• Excellent written and verbal communication skills; a customer-focused approach.

• Capability to manage multiple priorities in a dynamic environment to fulfill business and client requirements.

• Flexibility to work occasional weekends or holidays.

• Must be located or reside on the West Coast.

🏝️ Benefits

• Medical, dental, vision, disability, and life insurance.

• 401(k) retirement savings plan with company match.

• Employee stock purchase program.

• Employee referral initiative.

• Flexible spending accounts.

• Employee Assistance Program (EAP).

• Educational assistance.

• Parental leave.

• Paid time off (PTO).

• Company-paid holidays.

• Health and wellness events.

• Community programs.