Senior Software Escalation Engineer - Cloud Security

Who is Tenable?

Tenable® is the Exposure Management company. 44,000 organizations around the globe rely on Tenable to understand and reduce cyber risk. Our global employees support 65 percent of the Fortune 500, 45 percent of the Global 2000, and large government agencies. Come be part of our journey!

What makes Tenable such a great place to work?

Ask a member of our team and they’ll answer, “Our people!” We work together to build and innovate best-in-class cybersecurity solutions for our customers; all while creating a culture of belonging, respect, and excellence where we can be our best selves. When you’re part of our #OneTenable team, you can expect to partner with some of the most talented and passionate people in the industry, and have the support and resources you need to do work that truly matters. We deliver results that exceed expectations and we win together!

Tenable Cloud Security was born out of the acquisition of Ermetic, an innovative cloud-native application protection platform (CNAPP) company, and a leading provider of cloud infrastructure entitlement management (CIEM). The acquisition combines two cybersecurity innovators and marks an important milestone in Tenable’s mission to shift organizations to proactive security. The combination of Tenable and Ermetic offerings will add capabilities to deliver market-leading contextual risk visibility, prioritization and remediation across infrastructure and identities, both on-premises and in the cloud.

Your Role:

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. You’ll 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,” you’ll 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.

• Customer Engagement: Work directly with customers to troubleshoot and resolve issues related to Tenable Cloud Security products, ensuring exceptional satisfaction and retention.

• 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.

• 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.

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).

We’re committed to promoting Equal Employment Opportunity (EEO) at Tenable - through all equal employment opportunity laws and regulations at the international, federal, state and local levels.  If you need a reasonable accommodation due to a disability during the application or recruiting process, please contact Recruiting@Tenable.com for further assistance.

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