Technical Support Engineer

Technical Support Engineer

As a Technical Support Engineer at Netwrix, you will provide excellent support to our customers every day. You will work closely with them to solve technical problems and ensure they have the best experience possible.

About the Role

In this role, you will be responsible for diagnosing and resolving security software issues, communicating with customers, and collaborating with various teams to ensure effective solutions. You'll also contribute to knowledge management and process improvement initiatives.

What You'll Do

• Technical Troubleshooting & Issue Resolution: Diagnose and resolve security software issues by analyzing logs, traces, and error reports. Escalate critical issues to Engineering and R&D while maintaining ownership of customer communication.
• Root Cause Analysis (RCA): Perform in-depth analysis to identify the root cause of recurring issues and offer solutions to prevent future occurrences.
• Customer Communication: Act as a trusted advisor, providing timely updates via phone or portal, including technical guidance and proactive recommendations. Document all progress and communication through the ticketing system.
• Collaboration: Work closely with Engineering, Product, and DevOps teams to escalate and resolve complex issues.
• Knowledge Management: Identify and author knowledge base articles for product issues, FAQs, and ‘how-to’ guides. Document troubleshooting steps and best practices.
• Proactive Support: Monitor incoming customer tickets to identify trends and provide recommendations to mitigate issues.
• Process Improvement: Seek opportunities to improve processes, tools, and customer experiences through feedback and analysis.
• On-Call Support: Participate in a rotational on-call schedule to address critical customer issues outside of normal business hours.

What We're Looking For

• 3+ years of experience in technical support or a customer-facing role supporting on-prem and SaaS environments.
• Bachelor’s degree in Computer Science, Information Technology, Engineering, or a related field (or equivalent experience).
• Excellent verbal and written communication skills, with the ability to explain technical issues to both technical and non-technical users.
• Strong dedication to customer satisfaction and experience managing relationships with high-value enterprise customers.
• Curiosity and tenacity, with strong troubleshooting and analytical skills.
• Ability to work independently and manage multiple priorities effectively.
• Understanding of cybersecurity products, networking environments, and software/hardware equipment.
• Experience with Azure, AWS, GCP infrastructure, Linux SSH/root, MySQL, and Windows/Linux/Mac OS environments.
• Experience providing technical support in airgapped networks and knowledge of API integrations is a plus.
• Additional certification in Microsoft Windows, Linux, Cisco, or similar technologies is a plus.

Nice to Have

• Knowledge of SSL/TLS/HTTP/s and Registry Management.

What We Offer

• Competitive health benefits.
• Continuous learning and development opportunities.
• A team-oriented, collaborative, and innovative work environment.
• Regular company town halls to keep you informed.
• Opportunities for career growth and advancement.

At Netwrix, we value employee input and strive to create a culture that respects diverse backgrounds and experiences. We look forward to welcoming new talent who can help us further our mission.

Netwrix Corporation and its wholly owned subsidiaries are Equal Opportunity Employers (EEO) and welcome all applicants for employment without regard to race, color, religion, sex, national origin, age, disability, veteran status, or any other protected characteristic under applicable law. Please let us know if you require any accommodation.