This is a unique opportunity to be the first technical expert in our Tenable Cloud Security team, interfacing directly with customers to diagnose and resolve advanced technical issues. Youll serve as a trusted advisor, leveraging your deep technical expertise to enhance the customer experience while collaborating closely with internal teams to improve our solutions. As a one-person show, youll play a critical role in building a scalable customer-facing engineering function.
Your Opportunity:
Escalation Ownership: Take complete ownership of all technical escalations, ensuring timely follow-up and resolution.
Troubleshooting & Debugging: Analyze logs, profile code, debug issues, and provide bug fixes as needed.
Technical Problem Solving: Understand customer use cases, work with support, product, and engineering teams closely to be an effective liaison between core engineering and support.
Customer Engagement: Work directly with customers to troubleshoot and resolve issues related to Tenable Cloud Security products, ensuring exceptional satisfaction and retention.
Bug Tracking & Monitoring: Maintain and track all open bugs, ensuring clear status visibility and prioritization in collaboration with product and engineering teams.
Collaboration: Partner with product, engineering, and support teams to identify root causes of technical issues and drive improvements in our products and services.
Proactive Insights: Analyze patterns in customer issues to recommend preventative measures and improvements to the product.
Process Development: Establish and refine processes for managing technical escalations, ensuring efficiency and scalability.
Knowledge Sharing: Develop and maintain comprehensive technical documentation, including troubleshooting guides and knowledge base articles.
Leadership on the Ground: Represent the customer-facing engineering team in cross-functional meetings and contribute to strategic initiatives.
Requirements: What You'll Need:
5+ years in a customer-facing technical role such as technical support, solutions engineering, or software development.
Strong background in cloud security, SaaS platforms, and multi-cloud environments (AWS, Azure, GCP).
Proficiency in debugging and troubleshooting complex software and cloud-related issues.
Hands-on experience with scripting or programming languages such as Python, PowerShell, or Bash.
Familiarity with monitoring tools and querying logs.
Proven ability to resolve critical, high-priority technical issues in a fast-paced environment.
Strong analytical and diagnostic skills with the ability to identify and resolve root causes efficiently.
Excellent communication and interpersonal skills, with a strong customer-first mindset.
Self-motivated and capable of working autonomously as the sole customer-facing engineer initially.
Proven ability to work effectively with technical and non-technical teams to address customer needs.
Nice to have:
Knowledge of Tenable products, particularly Tenable Cloud Security.
Experience with cybersecurity tools and frameworks.
Relevant certifications (e.g., AWS Certified Solutions Architect, CISSP, CCSP).
This position is open to all candidates.