Technical Support Engineer

2 weeks ago


Taguig, Philippines Sutherland Philippines Full time

Responsibilities

  • 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 Complementary 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.
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