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Level Support

2 weeks ago

Taguig, National Capital Region, Philippines TASQ Staffing Solutions Full time $40,000 - $80,000 per year

Work setup: Onsite | Day shift 8am to 5pm or 9am to 6pm

Start Date: ASAP | BGC, Taguig

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 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 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 re-used.
  • Work closely and build relationships with the rest of the Tenable team, including Sales, Customer Advocacy, Research & Development, and Operations

Requirements:

  • A Bachelors degree or Associate Degree 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.