Lead - Account Management (SME)

Company Description

Sutherland is seeking a leadership-oriented and self-motivated person to join us as SME. We are a group of driven and hard-working individuals. If you are looking to build a fulfilling career and are confident you have the skills and experience to help us succeed, we want to work with you!

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.

Qualifications

Our most successful candidates will have:

• A Bachelor’s degree or Associate Degree holder.
• Minimum of 2 years experience in supporting a tech program/ IT industry.
• 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
• Strong customer-orientation when managing communications and issues.
• The ability to efficiently manage time and keep track of multiple schedules, meetings, and initiatives.
• A pro-active attitude towards developing trust and professional rapport with team members; the ability to be a team-player.

Additional Information

All your information will be kept confidential according to EEO guidelines.