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
Opportunities for career advancement within Technical Support as well as other organizations within Tenable

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; network security experience a plus
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; familiarity with Nessus or similar tools is a bonus
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 able to work hybrid/onsite at HQ in Columbia, MD

Technical Support Engineer

Key skills