Technical Support Engineer (Remote/West Coast)

Tenable's Technical Support team bridges the gap between its products and the customers who run them. As a Technical Support Engineer covering the US West Coast, you'll provide support for cutting-edge vulnerability assessment and compliance auditing software, solving real-world technical challenges in complex, multi-layered customer environments. The work ranges from assisting customers with their first Nessus scanner to guiding them through intricate log correlation and real-time vulnerability analysis, helping close the Cyber Exposure gap.

Responsibilities

• Troubleshoot, analyze, and address customer technical inquiries using remote troubleshooting techniques, ensuring timely problem resolution.
• Analyze vulnerability scan results, system audits, and log events, and help customers turn them into clear, concise, actionable information.
• Recreate customer software issues in a lab environment for engineering assessment.
• Ensure customer feedback is properly captured and channeled into Product Management and Research and Development.
• Work closely and build relationships with the rest of the Tenable team, including Sales, Customer Advocacy, Research and Development, and Operations.
• Maintain in-depth knowledge of Tenable products and information security best practices.
• Create and publish solution knowledge for reuse by customers and Tenable employees.

Qualifications

• Bachelor's degree in a technical field or equivalent experience.
• 2+ years of professional experience with networking (TCP/IP), Linux/Unix, macOS, Windows administration, patch deployment, and system configuration.
• Experience providing technical support to enterprise clients and troubleshooting complex issues in production environments; network security experience is a plus.
• Demonstrated interest in AI and Large Language Models, with willingness to adopt and help evolve AI-driven tools that accelerate case resolution.
• Knowledge of computer, network, and application security; familiarity with Nessus or similar tools is a bonus.
• Excellent written and verbal communication, a customer-focused mindset, and flexibility to work occasional weekends or holidays.
• Ideally: experience with ticketing systems (Jira, Salesforce, Zendesk), SIEM log analysis (Splunk, Elasticsearch), SQL and database technologies, virtualization, and industry security standards such as DISA, HIPAA, CIS, or ISO 27001.