Bilingual Technical Support Engineer (Spanish/English)

To be eligible for the Bilingual Technical Support Engineer role at Tenable, candidates should have professional fluency in both Spanish and English, along with a bachelor's degree in a technical field or equivalent experience. Additionally, knowledge of networking principles, operating system administration, and vulnerability management products like Nessus is advantageous.

As a Bilingual Technical Support Engineer at Tenable, you will work with various tools, including Nessus for vulnerability assessments, ticketing systems like JIRA and Salesforce, and potentially log analysis tools such as Splunk. Familiarity with cloud platforms like AWS and Azure may also be beneficial.

The Bilingual Technical Support Engineer plays a crucial role in Tenable's mission by assisting customers in resolving technical issues, understanding vulnerability assessments, and effectively using our cybersecurity products. Your expertise directly helps organizations reduce their cyber risks and improve their security postures.

At Tenable, Bilingual Technical Support Engineers have impressive opportunities for growth, not just within the Technical Support team but across various departments. Regular performance reviews, the chance to work on challenging projects, and a focus on personal development ensure you can advance your career with us.

In the Bilingual Technical Support Engineer role at Tenable, you can expect exceptional support from your colleagues, including ongoing collaboration with teams like Sales, Customer Advocacy, and Research & Development. The culture of #OneTenable promotes teamwork, ensuring you have the resources and assistance needed to excel in your role.

Feedback is crucial in the Bilingual Technical Support Engineer position at Tenable. You will not only address customer inquiries but also capture valuable insights that the Product Management and Research & Development teams utilize to enhance our offerings. This practice ensures we continually improve our products and services.

Absolutely! The Bilingual Technical Support Engineer position at Tenable is fully remote, allowing you to work from the comfort of your home in Mexico. This flexibility fosters a positive work-life balance while enabling you to contribute meaningfully to our team.

When discussing your experience with vulnerability management tools like Nessus, mention any hands-on use in previous roles, your training background, and specific scenarios where you used the tool effectively. Highlight your understanding of how Nessus functions in identifying and mitigating vulnerabilities.

In response to a frustrated customer, it’s essential to listen actively, empathize with their situation, and reassure them that you are there to help. Outline your approach in de-escalating the situation while trying to resolve their issue promptly and effectively, ensuring to follow up for customer satisfaction.

When asked to describe a complex technical problem you diagnosed, structure your answer using the STAR method (Situation, Task, Action, Result). Detail the context of the problem, the steps you took to identify the root cause, and how your solution benefited the customer.

When discussing your troubleshooting strategies, emphasize a systematic approach where you gather information, replicate the issue, research potential solutions, and communicate clearly with the customer. Highlight your analytical skills and any tools or methodologies you find beneficial in the process.

To prioritize multiple technical support cases, I assess the urgency and impact of each issue. Using a ticketing system, I categorize cases based on customer urgency and potential security implications, ensuring that critical issues are addressed promptly while maintaining communication with all clients.

Teamwork is critical in my role as a Bilingual Technical Support Engineer. Collaborating with colleagues helps streamline processes, share knowledge for efficiency, and enhances overall customer satisfaction. I actively seek help when necessary and aim to provide support to my teammates as well.

To stay updated with technical skills, I regularly engage in online courses, attend webinars, and follow industry trends through trusted sources. Networking with professionals in the field also provides insights and best practices that enhance my expertise as a Bilingual Technical Support Engineer.

I am passionate about cybersecurity and genuinely admire Tenable’s commitment to helping organizations manage their exposure to cyber risks. The values and culture at Tenable align with my own, and I believe my bilingual skills will help bridge communication gaps while delivering client-centric support.

My process for analyzing vulnerability scan results starts with understanding the context of the scans and what specific vulnerabilities might mean for the organization. I follow a structured methodology to interpret the data, prioritize findings based on severity, and communicate actionable steps to the customer.

I view constructive criticism as an opportunity to learn and improve my skills. When receiving feedback, I actively listen, ask clarifying questions when needed, and implement suggestions to enhance my performance as a Bilingual Technical Support Engineer, using the feedback to foster my growth.