Level Support
4 weeks ago
JD | Level Support - TM
Our most successful candidates will have
- A bachelor's degree or associate degree is preferred but not required.
- Minimum of 2 years experience in supporting a tech program.
- Experience in managing a team of 10 to 12 TSRs.
- Working knowledge of networking, Linux/Unix, macOS, Windows administration, patch deployment and system configuration, security, and Active Directory.
- Demonstrated leadership/people manager skills; the ability to take the lead in making improvements and resolving issues.
- Knowledge of metrics, their measurements, thresholds, targets, and process owners.
- Strong customer orientation when managing communications and issues.
- The ability to efficiently manage time and keep track of multiple schedules, meetings, and initiatives.
- People management expert: Highest level of people management skills and conflict resolution skills; mentoring and training, including team building and morale-boosting exercises.
- A proactive attitude towards developing trust and professional rapport with team members; the ability to be a team player.
- People management expert: Highest level of people management skills and conflict resolution skills; mentoring and training, including team building and morale-boosting exercises.
- The ability to efficiently manage time and keep track of multiple schedules, meetings, and initiatives.
- Strong customer orientation when managing communications and issues.
- Knowledge of metrics, their measurements, thresholds, targets, and process owners.
- Demonstrated leadership/people manager skills; the ability to take the lead in making improvements and resolving issues.
- Working knowledge of networking, Linux/Unix, macOS, Windows administration, patch deployment and system configuration, security, and Active Directory.
- Experience in managing a team of 10 to 12 TSRs.
- Minimum of 2 years experience in supporting a tech program.
Job Responsibilities:
- Handle support issues from Nessus customers via web-to-case, voice, and chat channels.
- Handle product how-to, configuration, and product installation inquiries using fixes and solutions from the Nessus support knowledge base.
- Utilize the 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 support the 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 the support team to get the content added so it can be reused.
- Work closely and build relationships with the rest of the Tenable team, including Sales, Customer Advocacy, Research & Development, and Operations
- Identify opportunities to improve or add content to the Nessus Support Knowledgebase and work with the support team to get the content added so it can be reused.
- Ensure customer feedback is properly channeled into Product Management and Research & development.
- Analyze and advance complex technical issues to support the team.
- Utilize the Tenable Salesforce instance to document all support interactions and advance issues to other support teams per documented processes.
- Handle product how-to, configuration, and product installation inquiries using fixes and solutions from the Nessus support knowledge base.
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