Senior Technical Support Engineer

Overview Join to apply for the Senior Technical Support Engineer role at Netwrix Corporation . About Netwrix At Netwrix, our mission is to revolutionize data security by placing identity at the core—providing unparalleled visibility and control. Netwrix solutions are relied upon daily by security professionals across more than 13,500 organizations in over 100 countries. Netwrix maintains a global presence with a remote-first work environment and opportunities for frequent interaction with colleagues, customers, and partners. Role Overview Senior Support Engineers are experienced engineers who resolve complex issues and contribute to the enablement and growth of other team members. They handle escalated and highly technical issues, collaborate with product and engineering teams on customer issues, and mentor teammates while contributing to internal support documentation. Responsibilities Serve as the escalation point for high-priority or highly complex issues; lead diagnosis, troubleshooting, and resolution of complex technical issues. Own and resolve critical incidents with rapid responses, effective solutions, and timely customer and stakeholder communication. Escalate cases to engineering teams as needed and manage escalations through to resolution. Mentor, guide, and train other technical support engineers; share best practices, assist with escalations, develop training materials, and help teammates develop their skills. Act as a trusted advisor to customers with technical guidance, root cause analyses (RCA), proactive optimization recommendations, and detailed updates for ongoing or critical issues. Document root-cause analyses, solutions, troubleshooting steps, and team processes; review documentation and training for gaps and outdated information. Monitor engineering escalations to identify trends, training quality issues, and knowledge gaps; report findings to leadership to support long-term improvements. Participate in an on-call rotation for after-hours support to handle critical incidents as needed. Monitor incoming tickets and customer environments to identify potential issues/trends and provide proactive recommendations to improve performance and stability. Continuously seek process improvements to enhance support efficiency and the overall customer experience. Qualifications 5+ years in a technical customer-facing role, and/or a Bachelor’s Degree in Computer Science, Information Technology, or a related field; at least 4 years' experience in a service or customer-facing role. At least 2 years in a senior or escalation role. Impeccable verbal and written communication; ability to explain technical concepts clearly to technical and non-technical users with easy-to-follow instructions. Strong problem-solving skills with the ability to assess issues, identify root causes, and develop effective solutions under pressure. Experience helping customers, de-escalating conflicts, and acting as a constructive advisor to clients. Mentoring experience with junior engineers and fostering a collaborative team environment. Ability to manage multiple high-priority tasks in a fast-paced environment, delivering issues within or ahead of required timeframes. Advanced knowledge of Windows, Linux, and macOS; strong understanding of networking (TCP/IP, DNS, DHCP, VPN, firewalls). Familiarity with cloud platforms (AWS, Azure, GCP) and virtualization (VMware, Hyper-V). Experience with databases (SQL, MySQL, PostgreSQL, Oracle) and scripting (Python, Bash, PowerShell). Familiarity with DevOps tools and practices (Azure, CI/CD, Docker, Kubernetes). Other technical experience: Endpoint security (DLP, SCCM, Jamf, etc.), systems administration, software deployment and management, and understanding of standards such as GDPR, HIPAA; basic scripting (PowerShell, Bash). Our Values Next-Level Customer Focus Excellence Transparent Ownership Winning with Clear Thinking Relentless Innovation Industry-Leading Expertise eXceptional Together Join us in a culture where integrity, respect, and hard work are foundational. Be part of a team dedicated to making a lasting impact. Why You’ll Love Working at Netwrix Competitive Health Benefits Continuous Learning and Development Opportunities Team-Oriented, Collaborative, and Innovative Work Environment Regular Company Town Halls to Keep You Informed Opportunities for Career Growth and Advancement 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. #J-18808-Ljbffr