People, Person, Crowd

WHAT WE DO MATTERS

We have big plans for continued global growth, and we’re looking for people who are creative, flexible and dedicated to helping us build something great – something that matters.

Tenable is more than ‘just’ the creator of Nessus. Our security solutions - including our first cyber exposure platform for modern assets, Tenable.io - are transforming global vulnerability management. We’re a global team, powered by creative thinkers who are wired for action, focused on delivering results and collaborating to enable decisive actions to protect what matters most. We’re in this together - colleagues, customers and partner communities working as One Tenable.

Can you join Team Tenable? Yes you can - if you’re excited by the thought of working with over 1000 colleagues, 24,000 customers and a range of revolutionary products that are shaping cybersecurity in 150 countries. Being valued for who you are as well as what you do, you can embrace the pace (we’re recognized as one of the fastest growing security product companies by SC Magazine, Red Herring, Info Securities, Deloitte and E&Y) as well as enjoy a superb rewards package (we’re seen as a Best Places to Work by Glassdoor, The Washington Post, The Baltimore Sun, The Baltimore Business Journal and Expert Marketplace). The key question is: Is This You?

We have big plans for continued global growth, and we’re looking for people who are creative, flexible and dedicated to helping us build something great – something that matters.

Technical Support Education Specialist

Columbia | Maryland | United States

Your Role:

The Education Specialist is a key role within the Technical Support organization. This role will be responsible for the strategic, ongoing development, as well as the day-to-day management, of Training materials, processes, and the Knowledge Base system for Technical Support. The Education Specialist will establish innovative methods of knowledge collection and dissemination to internal and external customers and partners.

Your Opportunity:

  • Create and maintain materials for new employee onboarding and progress tracking
  • Work with various departments to identify skill and knowledge gaps and facilitate improvement through feedback, training development, and knowledge management
  • Translate role requirements into training materials that will groom employees for the next step of their career path
  • Oversee maintenance and contributions to the internal and public Knowledge Base and Confluence pages
  • Work with various departments to develop and maintain training and education materials for internal and external audiences including labs, workshops, and videos
  • Conduct or facilitate training workshops, brown bags, and other live events
  • Keep track of new product developments and oversee training and knowledge transfer from development to support
  • Maintain metrics-driven process to help measure customer satisfaction and ROI for Knowledge Management, Employee Education, and CRM systems
  • Establish internal and cross-functional processes, training, and systems to drive the reduction of incoming support cases, incident resolution time, and customer effort

What you'll need:

  • Experience designing and facilitating training events
  • Familiarity with talent management and succession planning
  • Ability to present complex information to a variety of audiences
  • Knowledge Centered Support and/or ITIL certification is a plus
  • Impeccable communications skills, including verbal, written and presentation skills
  • Proven experience with knowledge management and social collaboration systems (Salesforce.com Knowledge is a plus)
  • Proficiency with Microsoft Office and Google Apps. Experience with presentation and video creation software is a plus (Prezi, Adobe Premier, etc.)
  • Experience leading consistent knowledge base article process and workflow development with global Technical Support, Product Management, and Training organizations
  • Understands business issues and data challenges of global Technical Support organizations
  • Effective relationship and team builder
  • Proven ability to partner successfully with senior management, cross-functional teams, internal customers, external partners, vendors, and end users
  • 2+ Years technical support experience in a fast paced, high volume, multitasked environment coupled with a working knowledge of principles and processes for providing customer services
  • Working knowledge of networks, Linux/Unix and Windows administration and Vulnerability Management. Experience with Tenable products is a plus
  • Ability to multitask and manage multiple priorities in a fast-paced environment

We’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.

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