Technical Support Engineer

Position Overview

Technical Support Engineers at Netwrix provide exceptional support experiences to Netwrix customers every day. They work collaboratively with customers to find solutions to technical problems, answers to questions, and the right cross-functional teams to pull in (Engineering, Product Management, Customer Success, etc.) at the right times. And they do all of this in a fast-paced environment where we work together to make every customer interaction as fast and as friendly as possible.

Responsibilities

• Technical Troubleshooting & Issue Resolution: Diagnose and resolve security software issues by analyzing logs, traces, and error reports to identify root causes and 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, offering solutions that prevent future occurrences.
• Customer Communication: Act as a trusted advisor, providing timely updates via phone or portal that include what we know and the next steps, technical guidance,
• and proactive recommendations to customers. Document and track all progress and communication through the ticketing system.
• Collaboration: Work closely with the back-line support team to troubleshoot technical escalations, de-escalate tense customer situations, and receive training and coaching on novel issues.
• On-Call Support: Participate in a rotational on-call schedule to ensure critical customer issues are addressed outside of normal business hours.

Qualifications

Prior Experience:

• 3+ years of experience in technical support or another service-oriented 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).

Customer Service Excellence:

• Excellent verbal and written communicator, with the ability to explain complex technical issues to both technical and non-technical users.
• Relentless dedication to making customers happy, and experience managing relationships with high-value enterprise customers.
• Endless curiosity and tenacity, with excellent troubleshooting and analytical skills for diagnosing and resolving technical issues.
• Responsibility to work autonomously and handle multiple priorities in a fast-paced environment, managing time and tasks effectively.

Technical Expertise:

• Understanding of cybersecurity products and practices, particularly Data Security Posture Management (DSPM)
• Windows Server / O365 environments (Active Directory, Group Policy, etc.)
• Cloud platforms like Azure / AWS
• Powershell
• SQL/Microsoft SQL Server
• Networking and Network Security (TCP/IP and firewall configuration)
• Basic knowledge of virtualization technologies such as VMware, Hyper-V, etc.
• Ability to read logs and use diagnostic tools

Our Values

At Netwrix, our values guide every action:

• Next-Level Customer Focus -Customers first, always. We listen, protect, and go the extra mile— because their success is our mission.
• Excellence - We set high standards and take pride in delivering exceptional results. We celebrate wins, seek constant improvement, and address shortcomings professionally.
• Transparent Ownership - We celebrate our successes, own up to our mistakes, communicate openly, and face challenges head-on with a genuine commitment to doing the right thing.
• Winning with Clear Thinking - We value clarity, find straightforward solutions to complex problems, and make swift, effective decisions.
• Relentless Innovation - We continually seek better ways to serve our customers and stay ahead. We foster creative thinking, and we embrace new approaches. 
• Industry-Leading Expertise - We take pride in our expertise and continuously seek to learn and share knowledge, striving to be the trusted experts our customers rely on.
• eXceptional Together - We believe in the power of collaboration and diverse perspectives. By valuing each other's strengths, we achieve outcomes that surpass individual contributions.

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

We pride ourselves on a culture that truly values employee input across various 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.