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 Engineer Team Lead

Columbia | Maryland | United States

Your Role:

The Technical Support Team Lead provides Leadership and Guidance to Technical Support Engineers, while ensuring the team performs at its highest level.

Your Opportunity:

  • Help Technical Support Engineers (TSEs) troubleshoot technical and non-technical issues that they encounter while assisting customers
  • Work with Technical Support Technical Leads, Escalation Engineers and Dev teams to get difficult issues resolved in a timely manner
  • Work with the Customer Success team and Technical Support Account Managers for customer specific issues
  • Maintain in-depth knowledge of Tenable products and information security best-practices
  • Create and publish knowledge articles for re-use by customers and Tenable employees
  • Identify customers with multiple open cases and route them the best way possible
  • Daily review of Team Dashboards and Reports
  • Proactively work with each TSE to ensure that all open cases have a path to resolution and that the plan is on track
  • Escalate cases when necessary to the appropriate channel
  • Monitor incoming queue for SLA (Service Level Agreement) & reassign cases as necessary to maintain SLA
  • Ensure that high priority issues that need FTS (follow the sun) occur as needed and as appropriate
  • Monitor the team for problem areas and provide coaching/professional development opportunities
  • Monitor TSE email & phone etiquette, grammar, customer service and soft skills. Look for coaching and development opportunities
  • Work very closely with Technical Support Managers to ensure the team performs at its highest level and to identify areas of improvement as well
  • Assist TSEs to ensure that they are hitting their required goals consistently
  • Perform onboarding of new hires

What you'll need:

  • Bachelor’s degree in computer science or information systems (or equivalent experience)
  • 5+ yr prior experience in customer support, network security, system administration or similar
  • Strong Leadership, Mentoring and Coaching skills
  • Knowledge of networks, Linux/Unix/Windows administration, and system configuration
  • A passion for making customers successful
  • Outstanding written and verbal communication skills
  • Strong analytical and technical skills
  • Ability to multi-task and manage multiple priorities in a fast-paced environment
  • Experience performing vulnerability scans and log analysis with Tenable products or other industry solutions preferred
  • Occasional availability to work weekends (10:30am - 8:30pm) and Holidays
Current Open Shift:
  • 12:30pm - 9:00pm

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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