• Handle support issues from Nessus customers via web to case, voice, and chat channels. 
• Handle basic product how-to, configuration, plugin and product installation inquiries using fixes and solutions from the Nessus support knowledge base. 
• Utilize Tenable Salesforce instance to document all support interactions and advance issues to other support teams per documented processes. 
• Analyze and advance complex technical issues to the Level 2 product support team
• Ensure customer feedback is properly channeled into Product Management and Research & Development
• Identify opportunities to improve or add content to the Nessus Support Knowledgebase and work with an SME to get the content added so it can be re-used
• Work closely and build relationships with the rest of the Tenable team, including Sales, Customer Advocacy, Research & Development, and Operations

• 1-year technical support service experience in a contact center environment
• Working knowledge of networking, Linux/Unix, macOS, Windows administration, patch deployment and system configuration
• Hands on knowledge on Windows Operating systems, sound knowledge on File Systems, File Directories, Registry editor, Installation, and configuration of Software apps
• Hands on knowledge on Linux Operating systems – Red Hat, CentOS, Managing users and groups, files and permissions, networking - TCP/IP
• Networking: OSI Model, protocols – TCP/IP, SMTP and known ports, Firewall configuration, devices that work on different layers, Wireshark knowledge will be a plus
• Familiarity with CVE, NVD, Security Bulletin
• A passion for making customers successful
• Outstanding written and verbal communication skills
• Service oriented attitude including outstanding customer service skills, attention to detail, and expertise in quickly resolving customer issues
• Strong technical and robust problem-solving skills, the ability to learn from doing, personal accountability, and a positive and professional attitude
• Strong desire to learn new skills at an accelerated pace
• Thrives working in a team environment as well as comfortable working independently with minimal direction
• Ability to multi-task and manage multiple priorities in a fast-paced environment.

TECHNICAL SKILLS REQUIRED:

• Strong knowledge and experience in the following skills:
• Linux: Red Hat Enterprise | Cent OS | Debian: Good understanding of Command Line Interface, SSH Authentication and SSH privileges | Linux Administration | Must
• Windows Server Administration: General knowledge on Active Directory, its use in Windows Environment, Credentials scan, Windows Management Instrumentation service, Registry editor, System Shares: IPC$, Windows credentials scanning knowledge. RPC Endpoint Mapper Service (135), SMB. | Beginner
• Networking: OSI Model, TCP/IP – 03-way handshake, Packet captures via Wireshark packet analysis. Knowledge on SSH, Http and how to set up a Public Key authentication. | Intermediate
• Cloud: Microsoft Azure – Active Directory to run credential scans, run a vulnerability scan. 
• Firewalls: Brocade, Cisco, FortiGate, Palo Alto, how the firewall is configured
• Basic knowledge on Oracle DB, Mongo DB, IBM DB2, Postgre SQL, SQL Server, Sybase ASE, Cassandra Authentication process
• Good foundational knowledge on C++, C#, Java, or PHP to interpret errors in the NASL log files.

GOOD TO HAVE COMPLIMENTARY SKILLS:

• Knowledge on how to install devices via CLI on Linux
• Cloud: Basic knowledge on ADFS and Oauth
• Creds scan - Nessus creds scan (built in)
• Knows or have worked on Database authentication issues.
• Virtualization – Hyper V and VMWare to run Nessus scans.