Handle support issues from Nessus customers via web to case, voice, and chat channels.
Handle basic product how-to, configuration, plugin 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 the Level 2 product support team
Ensure customer feedback is properly channeled into Product Management and Research & Development
Identify opportunities to improve or add content...