Pre-Sales Technical Support Consultant

3 days ago

Manila, National Capital Region, Philippines Sutherland Full time

Sutherland serves marquee clients in major industry verticals. With our head office located in Rochester, New York, USA, Sutherland spans 60 locations across 19 countries supporting 8 industries, focusing on delivering results that businesses can see, resulting in improved experiences that their customers can feel.

Pre-Sales technical support involves giving demos of Nessus Professional and Nessus Expert and answering prospect's basic configuration and scanning questions, supporting a team of Nessus Sales Specialists. Information can be found in the knowledge systems and communicated back to the prospect. More difficult pre-sales technical questions can be submitted to slack channels to get help from Tenable Systems Engineers and Product Management teams.

In this role, the Pre-Sales Technical Support Consultants will be required to meet the following:

  • Support a global team of Nessus Sales Specialists with pre-sales demos and technical questions from Nessus prospects via voice, email, and chat channels.
  • Handle basic product how-to, configuration and product installation inquiries using fixes and solutions from the Nessus support knowledge base.
  • Utilize Tenable Salesforce instance to document all pre-sales interactions and advance issues to other Tenable teams per documented processes.
  • Ensure customer feedback is properly channelled into Sales, Product Management and Marketing.
  • Identify opportunities to improve or add content to the Nessus Support Knowledge base and work with an SME to get the content added so it can be reused. At Tenable's discretion and approval, Nessus Pre-Sales Technical Consultants may create or add content to the knowledge base on their own.
  • Work closely and build relationships with the rest of the Tenable team, including Sales, Customer Advocacy, Research & Development, and Operations.

Qualifications & Experience Requirements:

  • 1-year technical support experience supporting business customers 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, devices that work on different layers, Wireshark knowledge will be a plus.
  • 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.
  • 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.

WHAT WE OFFER:

  • Competitive compensation package.
  • Paid training.
  • Great HMO Benefits.
  • Life insurance.
  • Paid time-off.
  • Sick leave conversion.
  • Enrich program (Educational support for employees).
  • Annual performance-based merit increase.
  • Employee recognition.
  • Professional development.
  • Employee Referral Program.
  • All mandatory statutory benefits.
  • Equal employment opportunity.
  • Career advancement opportunities.
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