• Work closely and build relationships with the rest of the Tenable team, including Sales, Customer Advocacy, Research & Development, and Operations • Troubleshoot, analyze and address customer technical inquiries and ensure timely problem resolution. • Use remote troubleshooting techniques to troubleshoot and correct issues • Analyzing vulnerability scan results, system audits, and log events • Help customers understand vulnerability scan results, system audits, and/or log events and provide clear, concise, and actionable information to quickly resolve issues • Recreate customer software issues in a lab environment for engineering assessment • Ensure customer feedback is properly captured and channeled into Product Management and Research & Development • Maintain in-depth knowledge of Tenable products and information security best-practices • Create and publish solution knowledge for re-use by customers and Tenable employees • Continually review personal performance metrics to ensure goals are consistently met • May perform other duties and responsibilities that management may deem necessary from time to time • Opportunities for career advancement within Technical Support as well as other organizations within Tenable

Role Description We are seeking a Technical Support Engineer (with expertise in VoIP) to serve as one of the primary technical authorities for SIP protocol and FreeSWITCH within our Tier 2 Support organization. This role is the escalation point for complex voice infrastructure issues and a key resource for knowledge transfer across the team. Qualifications - 4+ years of hands-on experience with SIP protocol (RFC 3261 and related RFCs) - Deep expertise with FreeSWITCH configuration, dialplan, and ESL/event socket - Proficiency reading and interpreting SIP packet captures (Wireshark/sngrep/tcpdump) - Solid understanding of networking concepts in a telephony context: TCP/UDP, routing, firewalls, NAT, VLANs, and QoS/DSCP marking - Working knowledge of SQL for querying relational databases (call detail records, provisioning tables, reporting data) - Experience with VoIP concepts: codecs, DTMF, NAT traversal, QoS, TLS/SRTP - Familiarity with Linux administration - Strong written and verbal communication skills for both technical and non-technical audiences - Good knowledge of SQL - Professional proficiency in English (written and verbal) — required for daily team communication and documentation Requirements - Diagnose and resolve escalated Tier 2 issues related to SIP signaling, call routing, and FreeSWITCH platform behavior - Analyze SIP traces, RTP streams, and FreeSWITCH logs to identify root causes of call quality, registration, and interoperability issues - Troubleshoot network-layer issues affecting voice traffic, including packet loss, jitter, latency, firewall/NAT traversal, and VLAN/QoS misconfigurations - Query and analyze operational databases using SQL to investigate call records, provisioning data, and platform telemetry in support of issue resolution - Maintain and document internal runbooks, troubleshooting guides, and known-issue resolutions - Collaborate with engineering and product teams on platform issues, bugs, and feature requests - Provide technical mentorship and training to Tier 2 support engineers - Support carrier and vendor integration troubleshooting (SIP trunks, gateways, UCaaS platforms) Benefits - 🚀 Grow Your Career: Whether you’re interested in advancing technical skills, developing leadership acumen, or exploring new areas, we support your career journey with clear growth paths, access to learning resources, and mentorship. - 🏡 Enjoy Flexibility: Our remote-first approach and focus on work-life harmony let you thrive in all areas of your life. - 🤝 Community & Culture: Be part of a team that values diversity, inclusion, and a sense of belonging—where your contributions make a real difference. - 🌟 Make an Impact: Your ideas are heard, and your work is meaningful. You’ll play a central role in building a more reliable and process-oriented infrastructure for Broadvoice’s future.

• Serves as the first point of contact for customers needing technical support via phone and email. • Provides guidance to new and existing users on products and assists with setup and maintenance of online learning software and equipment. • Troubleshoots hardware and software issues, ensuring a smooth user experience. • Manages support tickets, uses knowledge bases to resolve inquiries efficiently, and aims for first-call resolution. • Handles multiple tasks simultaneously and escalates issues promptly when needed. • In a virtual contact center, resolving inbound customer calls and inquiries in a professional and empathetic manner. • Addressing student families concerns • Providing introductory information to new users on various products • Providing delightful, efficient, and accurate resolutions to customer inquiries • Demonstrating empathy, patience, and flexibility during phone calls • Installing, maintaining, and troubleshooting computers, printers, phones, and other peripheral equipment • Documenting information into web-based ticketing system • Escalating unique issues or inaccurate information contained in the knowledge base to the immediate supervisor for resolution • Participating in internal training programs to expand knowledge and support multiple clients

• Provides on-going technical, on-site and phone support to regional Canon USA direct technicians and applicable service agents to troubleshoot highly complex problems including hardware, firmware and workflow. • Provides regional instruction on new adjustments, repairs, upgrades and troubleshooting procedures, including guidance on better utilization of available resources. • May create, organize and disseminate information throughout the region so that other engineers can perform their duties more efficiently. • Maintains and updates applicable problem records, escalating any resolved or unresolved problems to Product support for immediate attention. • Manages regional FCO database to ensure compliance and timely installation/disposition. • Works closely with the Product support group on information sharing and best practice implementation. • Accomplishes any other special projects or tasks as assigned by the regional service Director or designee.