Bilingual Technical Support Engineer (Spanish/English)

As a Bilingual Technical Support Engineer (Spanish/English) at Tenable, you’ll offer remarkable support for our innovative cybersecurity solutions. Your role involves troubleshooting technical inquiries, analyzing vulnerability scan results, and providing actionable information to clients in both English and Spanish. You’ll ensure timely resolution of issues while maintaining strong relationships with the rest of the Tenable team, including Sales and R&D, contributing significantly to our cybersecurity efforts.

To thrive as a Bilingual Technical Support Engineer at Tenable, you’ll need professional fluency in Spanish and English, a degree in a technical field, and a solid grasp of networking concepts. Knowledge of operating systems, vulnerability management tools like Nessus, and previous experience in customer support will all be beneficial. Strong analytical and communication skills are essential, as you’ll be addressing customer queries and guiding them through cybersecurity challenges.

At Tenable, the work culture is collaborative, innovative, and fosters a sense of belonging. As a Bilingual Technical Support Engineer, you’ll be part of a team that values respect, diversity, and excellence. You’ll work closely with passionate colleagues across various departments and play a key role in supporting our customers, all while being encouraged to grow and develop your skills in a supportive environment.

Tenable is committed to your professional development and offers numerous pathways for career advancement as a Bilingual Technical Support Engineer. You could progress within the Technical Support team or transition to other departments within Tenable, like Product Management or Operations, depending on your interests and skill set. Continuous learning and personal performance metrics are pivotal to help you reach your career goals.

Tenable prioritizes employee support through ongoing resources, training, and mentoring. As a Bilingual Technical Support Engineer, you will have access to the tools needed to excel in your role and contribute meaningfully to the cybersecurity landscape. Furthermore, Tenable encourages feedback from its employees to ensure everyone can thrive and has their voices heard.

As a Bilingual Technical Support Engineer at Tenable, you’ll work with an impressive suite of cybersecurity products, including Nessus, Tenable One, and Tenable.io. Your role will involve assisting customers in navigating these tools, helping them understand vulnerability scan results, and providing clear, concise support to enhance their security posture.

The application process for a Bilingual Technical Support Engineer at Tenable typically includes submitting an online application, followed by interviews that assess both your technical skills and cultural fit within the team. You may also be required to participate in a technical assessment to demonstrate your problem-solving abilities relevant to the role. Tenable values transparency throughout the process, ensuring a positive candidate experience.

To troubleshoot a customer issue related to Nessus, start by gathering detailed information about the problem, including the customer's environment and specific behaviors observed. Reproduce the issue in a controlled lab setting for accurate diagnosis. Collaborate with the engineering team if resolution requires deeper insights, and ensure clear communication with the customer throughout the process to keep them informed.

Vulnerability assessment is crucial in cybersecurity as it helps organizations identify, evaluate, and prioritize vulnerabilities in their systems. By proactively uncovering potential weaknesses, companies can mitigate risks and strengthen their overall security posture. As a Bilingual Technical Support Engineer, conveying this importance to customers and guiding them through the assessment process is part of ensuring their safety against cyber threats.

In a technical environment, my approach to customer support revolves around active listening, empathy, and clarity. I prioritize understanding the customer's issue fully before proposing solutions. My experience has taught me the importance of using simple language to explain complex technical concepts, ensuring the customer feels understood and supported throughout the resolution process.

For log analysis, I typically employ SEIM solutions like Splunk and ElasticSearch to derive insights from large volumes of log data. I focus on identifying patterns, anomalies, and correlating events to troubleshoot security incidents effectively. The insights gathered form the backbone of informed decision-making when advising customers about system vulnerabilities.

Handling multiple inquiries requires strong organizational skills and prioritization. I would assess the urgency and complexity of each issue and allocate time effectively. Employing time management techniques, I keep track of all requests while ensuring clear communication with customers about anticipated response times, thus maintaining high levels of service throughout.

If a customer is unhappy with the support provided, I would first listen to their concerns without interruption to understand the root cause of their dissatisfaction. Apologizing for their experience and assuring them of my commitment to resolve the issue is essential. Collaboratively finding a satisfactory solution and following up afterward showcases my dedication to turning their experience around.

I stay current with cybersecurity trends and technologies by regularly reading industry publications, attending webinars, and participating in forums. Engaging with professional networks and following thought leaders on social media also keeps me informed of emerging threats and innovations. Continuously learning not only helps in my personal development but enhances the support I provide at Tenable.

Certainly! Network security can be likened to having a protective barrier around your home. Just as you would install locks and alarms to keep your belongings safe, network security involves implementing firewalls and encryption protocols to protect sensitive information from unauthorized access. It's all about creating a safe environment for data to travel freely, knowing it’s secure.

When communicating technical information to non-technical customers, I focus on using analogies and relatable examples to make complex concepts more understandable. I avoid jargon and instead break information into simple steps, allowing the customer to follow along easily. Ensuring that they feel comfortable asking questions enhances my ability to clarify further and support them effectively.

I want to work at Tenable because I admire its commitment to innovation in cybersecurity and its focus on community and support. Being a Bilingual Technical Support Engineer allows me to leverage my language skills while helping organizations navigate their cybersecurity challenges. The opportunity to contribute to closing the Cyber Exposure gap and supporting customers aligns perfectly with my career aspirations and passion for technology.