Customer Support Engineer

Role Description

Reports To: Director of Support

The Technical Support Engineer provides consistent, world-class security, network and product support for Tenable products to a wide range of security minded customers and enterprises. In serving as the primary liaison between the company and client, the Technical Support Engineer resolves real-world business challenges by supporting cutting-edge vulnerability assessment and compliance auditing software across complex, multi-faceted customer deployments. To this end, this security expert may be called upon on rare occasions to travel to customer sites. Ensuring customer feedback, suggestions, comments and enhancements are properly channeled into product management and development is a key requirement of this position. 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 (verbal and written) focused on sustaining market leading customer loyalty is a key requirement for this position. The Technical Support Engineer provides support for Nessus ProfessionalFeed clients as well as enterprise clients who have deployed the SecurityCenter, Log Correlation Engine and Passive Vulnerability Scanner products. Questions come from a wide variety of sources including customers who need help deploying their first Nessus scanner, to customers who want to perform in-depth log correlation and real-time netflow analysis.

Key Responsibilities

• Analysis of Nessus scan results and troubleshooting failed scans
• Assisting customers with configuring Nessus, SecurityCenter and other Tenable products and services
• Research user needs and requirements and identify areas where changes can make maximum impact
• Escalation of any software bugs or issues to Tenable's product management and development groups
• Assisting customers with upgrades and migration to new hardware and software versions

Ideal Candidate Description

Required Skills and Abilities:

• Recent experience performing vulnerability scans, log analysis, compliance auditing
• Ability to multi-task and manage multiple priorities in a fast-paced environment
• Proficient in MS Office applications, including Excel, Word and Outlook
• Outstanding oral and written communication skills
• Experience with Linux system administration and network monitoring
• Excellent email and phone communication skills
• Working knowledge of networks, Windows administration, patch deployment and system configuration
• Some form of Unix experience

Education and Experience:

• Support experience: 4 – 10 years
• Industry: 5-20
• Bachelor's degree in business or computer science (or equivalent experience)
• Prefer TCNA (Tenable Certified Nessus Auditor) Certification

For more information about this opportunity to work at a great company, please apply at https://home.eease.adp.com/recruit/?id=574963.