• Lead and mentor a multi-shift Support Engineering team, serving as the go-to expert for policies, procedures, and professional growth. • Continuously refine the support journey for both customers and staff, balancing operational efficiency with a motivating team culture. • Define and monitor key performance indicators (KPIs) to drive capacity planning, escalation workflows, and consistent SLA excellence. • Investigate complex technical issues, routing them to the ideal resource and collaborating directly with R&D and Product Management for swift resolution. • Act as the primary bridge for high-priority escalations, ensuring clear and timely updates for both customers and internal stakeholders. • Maintain deep, hands-on technical knowledge of the entire Tenable product suite to provide high-level guidance and oversight. • Execute specialized tasks and strategic business objectives as needed to ensure the overall success of the Support organization.

• Hunt down systemic risks and recurring failure patterns before they surface as a wave of tickets • Take the ambiguous, business-critical, multi-system problems no one else can crack • Gather evidence, form and test hypotheses, reproduce the worst defects in lab environments • Partner with Engineering, Product, and QA on roadmap decisions • Mentor and coach engineers, lead technical training and pairing • Run the complex upgrades, migrations, and provisioning efforts • Lead customer communication and live troubleshooting on major incident calls

• Receives and responds to calls and e-mails from users • Provide remote diagnosis and walk customer through problem resolution • Drive towards successful remote resolution of supportable calls • Analyze system data and customer history • Maintain electronic records of all service and support functions

Role Description The Support Engineer works closely with customers to troubleshoot issues, answer product usage questions, and provide guidance on best practices for experimentation. As one of the early hires on the Support team, this role plays a key part in shaping the company’s support culture. Over time, the Support Engineer develops and maintains a deep understanding of the product, including its features, functionality, and underlying technologies. Key Responsibilities - Customer Support (80%) - Provide written support to customers via Slack, in-app chat, and email. - Use the company’s ticketing system (Pylon) to manage assigned conversations. - Leverage an AI-powered knowledge base to respond efficiently and accurately. - Bug Triage (10%) - Help reproduce issues and assess severity when bugs are reported. - Escalate cases to the Engineering team when appropriate. - Communicate status updates and resolutions to customers. - Documentation (5%) - Contribute to and maintain documentation, including tutorials, example code, technical references, knowledge base articles, and FAQs. - Ensure developers can quickly adopt the product within their own tech stacks. - Voice of the Customer (5%) - Collaborate with the Engineering team to share customer feedback. - Identify pain points and help prioritize improvements that enhance the overall developer experience. Qualifications - 2+ years of experience as a Support Engineer, Software Engineer, or in a related technical role. - Strong customer empathy and a genuine interest in helping users resolve problems. - Solid understanding of software development concepts, including: - Intermediate proficiency or higher in at least one modern programming language (e.g., JavaScript, TypeScript, Python, Ruby, PHP, Java, Go, etc.). - How REST APIs work, the interaction between servers and clients, and the role of SDKs. - Strong analytical and problem-solving skills, with the ability to diagnose and resolve technical issues efficiently. - Highly proficient in written and spoken English (C1+ or equivalent). - Excellent written communication skills, with the ability to explain technical concepts to audiences with varying levels of technical experience. - Prior experience communicating technical concepts to software engineers via written communication and/or screen sharing. - Ability to take a high level of ownership within a small team, including independently managing incoming support requests during assigned working hours and coordinating handoffs with team members in other time zones when needed. Requirements - Previous experience in a technical support or customer-facing role within a software or technology company. - Experience using Slack. - Experience using support ticketing systems. - Familiarity with experimentation (A/B testing) and/or feature flagging within the software development lifecycle. - Knowledge of statistics and/or data analysis. - Familiarity with event tracking tools such as Google Analytics, Segment, and Mixpanel. - Experience with SQL-based data warehouses such as BigQuery, Snowflake, and Redshift. - Intermediate proficiency or higher in more than one programming language. - Prior experience working on a fully distributed or remote team. Benefits - Competitive salary and equity. - Unlimited paid time off (PTO). - Retirement plans and health insurance (where applicable). - Company-wide, in-person offsite trips held twice per year. - Opportunities for professional development and career growth, including training in experiment design and analysis. - Collaborative, supportive work environment with highly capable teammates.