Team Manager

Job Description:

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 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 re-used.
• Work closely and build relationships with the rest of the Tenable team, including Sales, Customer Advocacy, Research & Development, and Operations

Qualifications:

Our most successful candidates will have:

• A Bachelor’s degree or Associate Degree preferred but not required.
• Minimum of 2 years experience in supporting a tech program.
• Experience in managing a team 5 to 10 TSRs.
• Working knowledge of networking, Linux/Unix, macOS, Windows administration, patch deployment and system configuration
  • Hands on knowledge on Windows Operating systems, sound knowledge on File Systems, File Directories, Registry editor, Installation and configuration of Software apps
    • Hands on knowledge on Linux Operating systems – Red Hat, CentOS, Managing users and groups, files and permissions, networking - tcp/Ip
  • Networking: OSI Model, protocols – TCP/IP, SMTP and known ports, devices that work on different layers, Wireshark knowledge will be a plus.
• Demonstrated leadership skills; the ability to take the lead in making improvements and resolving issues.
• Strong customer-orientation when managing communications and issues.
• The ability to efficiently manage time and keep track of multiple schedules, meetings, and initiatives.
• People management expert: Highest level of people management skills and conflict resolution skills; mentoring and training, including team building and morale boosting exercises.
• Knowledge of metrics, their measurements, thresholds, targets and process owners.
• A pro-active attitude towards developing trust and professional rapport with team members; the ability to be a team-player