Your Role:
At iCyber, the Technical Support Engineer (TSE) plays a crucial role in delivering high-quality support for Tenable cybersecurity solutions. As a junior member of the project team, you will assist the Cyber Security Engineer in deploying and implementing Tenable products while coordinating various aspects of project execution. In this role, you will resolve technical challenges, perform hands-on implementations, and support vulnerability assessments and compliance auditing software across complex customer environments.
Our TSEs have a strong foundation in security assessment, vulnerability management, and compliance auditing, combined with the eagerness to rapidly learn new technologies. Impeccable communication skills (written and verbal) and a customer-centric approach are key to success in this role. You will work closely with Tenable’s entire product suite, including Nessus Professional, Tenable.io, Tenable.sc, Tenable.ot, Tenable.ad, Log Correlation Engine, Container Security, Nessus Network Monitor, and Web Application Scanning.
Your Opportunity:
- Support Project Delivery: Work alongside the Cyber Security Engineer to assist with project coordination and hands-on implementation of Tenable solutions.
- Customer Engagement: Serve as a technical resource for customers, helping address technical inquiries and clarifying vulnerability scan results, system audits, and log events.
- Technical Troubleshooting: Recreate customer issues in lab environments and assist in diagnosing software-related challenges.
- Knowledge Transfer: Assist in maintaining in-depth knowledge of Tenable products and security best practices, and contribute to solution documentation for reuse.
- Cross-Team Collaboration: Work closely with Sales, Customer Advocacy, and Product Management to ensure customer needs are met, and feedback is relayed to internal teams.
- Customer Relations: Assist in building relationships with enterprise customers, ensuring project goals and timelines are achieved.
What You’ll Need:
- Education: Bachelor’s degree in IT, Computer Science, or equivalent experience.
- Experience: 2-4 years of hands-on experience in technical support,field engineering, or customer support in the cybersecurity field.
- Customer Support Skills: Experience working with enterprise-level customers and a passion for customer success.
- Technical Knowledge:
- Proficiency with Linux and Windows Server Administration and Configuration.
- Familiarity with Windows Active Directory, network administration, firewall configuration, and strong knowledge of TCP/IP.
- Knowledge of diagnostic tools (e.g., Wireshark) and experience analyzing packet captures (pcaps).
- Experience with database technologies (e.g., Oracle, MySQL, MSSQL) and log file analysis.
- Understanding of firewalls, CVEs, and security bulletins.
- Familiarity with Nessus and other vulnerability management tools.
- Communication: Strong verbal and written communication skills in English are a must.
- Flexibility: Willingness to work weekends and holidays as needed for customer support.
