Level Support - TM - Taguig (Dayshift)

About the Job: Level Support - TM (Taguig)

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

Start Date: ASAP

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 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

Requirements:

• 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.