Technical Support Engineer (Hybrid/Columbia MD) at Tenableinc

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! Applicants must be authorized to work for any employer in the U.S. without sponsorship. We are unable to provide sponsorship for work visas of any kind at the time of hire, or at any point during employment. This includes, but is not limited to: F1-OPT, F1-CPT, H-1B, TN, J-1, etc Your Role: 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. Our suite of products, detailed at [Upgrade to PRO to see link] offers a diverse range of opportunities. From assisting customers with their first Nessus scanner to guiding them through intricate log correlation and real-time vulnerability analysis, you'll contribute to mitigating cyber risks and closing the Cyber Exposure gap. Join us in delivering top-notch support that makes a difference! Your Opportunity: • 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 What You'll Need: • 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 And Ideally: • 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 SEIM 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) #LI-Hybrid #LI-MM1 This is the base pay range for this position. Compensation for the role will depend on a number of factors, including the candidate's qualifications, skills, competencies, location and experience, and may fall outside of the range shown. Employees are also eligible for variable compensation in addition to base pay (commission for sales roles, bonus for non-sales roles), depending on company and individual performance. Tenable also offers a variety of comprehensive and competitive benefits which include: medical, dental, vision, disability and life insurance; 401(k) retirement savings with company match; an employee stock purchase plan; an employee referral program; flexible spending accounts; an Employee Assistance Program (EAP); education assistance; parental leave; paid time off (PTO); company-paid holidays; health and wellness events; and community programs. US Pay Range$33.17—$44.39 USDWe’re committed to promoting Equal Employment Opportunity (EEO) at Tenable - through all equal employment opportunity laws and regulations at the international, federal, state and local levels. If you need a reasonable accommodation due to a disability during the application or recruiting process, please contact [Upgrade to PRO to see contact] for further assistance. Tenable Data Consent Statement Tenable is committed to protecting the privacy and security of your personal data. This Notice describes how we collect and use your personal data during and after your working relationship with us, in accordance with the General Data Protection Regulation (“GDPR”). Please click here to review. For California Residents: The California Consumer Privacy Act (CCPA) requires that Tenable advise you of certain rights related to the collection of your private information. Please click here to review.