Senior Software Escalation Engineer - Cloud Security

Job Description

Tenable is seeking a Senior Software Escalation Engineer to join their Cloud Security team in Tel Aviv. This role involves being the primary technical expert, directly engaging with customers to address and resolve complex technical challenges related to Tenable Cloud Security products. The engineer will act as a trusted advisor, utilizing their extensive technical knowledge to improve customer satisfaction and retention, while also collaborating with internal teams to enhance Tenable's solutions. This position is crucial for building a scalable, customer-focused engineering function.Responsibilities:

• Taking ownership of technical escalations and ensuring timely resolution.
• Working directly with customers to troubleshoot and resolve issues.
• Analyzing logs, debugging code, and providing bug fixes.
• Serving as a liaison between core engineering and support teams.
• Tracking and monitoring open bugs, ensuring clear status visibility.
• Collaborating with product, engineering, and support teams to identify root causes.
• Recommending preventative measures and product improvements based on customer issue patterns.
• Establishing and refining processes for managing technical escalations.
• Developing and maintaining comprehensive technical documentation.
• Representing the customer-facing engineering team in cross-functional meetings.

Requirements:

• 5+ years in a customer-facing technical role.
• 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 (Python, PowerShell, or Bash).
• Familiarity with monitoring tools and querying logs.
• Proven ability to resolve critical, high-priority technical issues.
• Strong analytical and diagnostic skills.
• Excellent communication and interpersonal skills.
• Self-motivated and capable of working autonomously.
• Proven ability to work effectively with technical and non-technical teams.

The role offers:

• Opportunity to be the first technical expert in the Tenable Cloud Security team.
• A critical role in building a scalable customer-facing engineering function.