Tenable Support Engineer reviews

It's no joke the company is expanding quickly and a virtual army of sales people were hired. That by itself is not really a con. The problem is they did not upscale support for the influx of new customers nearly as fast so we are well behind the curve.

In the 10 years working professionally in the IT field with 7 of those years being in a support role, shortly after starting at Tenable it became apparent that management in support has no clue what they are doing. Policies and procedures would change inexplicably without reason and or notification. There is(was) a very cliquish (for a lack of a better term) in support. The "clique" also included members of management as well. The department lacks professionalism is slightest sense. Example, I come into work one morning only to find out 3 people were promoted to managers, and 3 or 4 people were promoted to team leads. These promotional opportunities were never communicated with the team in order to give everyone a chance to apply for the positions. Management held a secret meeting and promoted everyone behind closed doors. Not only is that highy unprofessional and unethical, it's borderline if not fully illegal. These promotions obviously caused strife within the team given the lack of communication regarding the opportunities. The metrics and goals set for employees are only used as ammunition when review time approaches. No matter how well you performed your daily duties throughout the year, management would find a lacking metric to justify not compensating you appropriately. Management was also in favor of moving the goal post. Example, one week the goal is to try to increase the amount of incoming calls taken. Then the next week, increase the amount of chats. The next week it's something else. The frequency of policy changes created a climate of confusion and uncertainty especially when the goals are nearly impossible to acheive. As ticket volume naturally increased as sales of the product increased, support became overworked and over stressed to keep with the ever changing metrical goals. This caused several worthy support team members to find other opportunities within the company or outside the company. I've personally suggested to colleagues not to pursue a career in support at Tenable, and I've never done that with any other company. The environment in support is toxic, stay away.