Senior Technical Support Engineer

Senior Technical Support Engineer 

Note: this position is open to applicants in the US Pacfic Time Zone

About Us 

At Netwrix, our mission is to revolutionize data security by placing identity at the core - providing unparalleled visibility and control. Engineered and supported by over 900 highly talented, motivated employees and hundreds of trusted partners in nearly every geography, Netwrix solutions are relied upon daily by security professionals across more than 15,000 organizations in over 100 countries around the world. 

Over the past two decades, Netwrix has expanded its market presence through innovation, organic growth, and strategic acquisitions, and are proud to be backed by renowned private equity firms, TA Associates and Centerbridge Partners. Netwrix maintains a global presence, fostering a remote-first work environment while encouraging and facilitating frequent face-to-face interaction with colleagues, customers, and partners. 

Position Overview 

Senior Support Engineers are more experienced engineers who serve customers not only through working directly with them to resolve complex issues, but also by continuously contributing to the enablement and growth of other team members. While working as an individual contributor, they accomplish this goal by accepting and assisting on escalated and/or highly technical issues, working with the product and engineering teams on customer issues which require their assistance, and providing mentorship and enablement by assisting other team members and regularly contributing to internal support documentation. 

Responsibilities 

• Serve as the escalation point for high-priority or highly complex issues and lead the diagnosis, troubleshooting, and resolution of complex technical issues.
• Own and resolve critical incidents, ensuring rapid responses, effective solutions, and timely communication to customers and stakeholders. 
• Escalate cases to engineering teams as needed and manage those escalations through to resolution.
• Mentor, guide, and train other technical support engineers, sharing best practices, collaborating on their escalations, developing new training materials, and helping them develop their skills.
• Act as a trusted advisor to our customers, giving them clear and actionable insights including technical guidance, root cause analyses (RCA), proactive recommendations for system optimization, and regular detailed updates for ongoing or critical issues.
• Rigorously document root-cause analyses, technical solutions, troubleshooting steps, and team processes, and regularly review existing documentation and training for knowledge gaps and out-of-date information.
• Closely monitor your engineering escalations to identify trends (usability issues, bugs, common performance issues), training quality issues, and knowledge gaps, and regularly report findings to leadership to help implement long-term solutions to recurring problems.
• Participate in an on-call rotation for after-hours support to handle critical incidents as needed.
• Monitor incoming tickets and analyze customer environments to identify potential technical issues/trends and provide proactive recommendations to improve system performance and stability.
• Continuously seek out and suggest process improvements to enhance the efficiency and effectiveness of the support team, as well as improve the overall customer experience.

Qualifications 

• You have 5+ years in a technical customer-facing role, and/or a Bachelor’s Degree in Computer Science, Information Technology, or related field and at least 4 years' experience in a service or customer-facing role.
• You've spent at least 2 years in a senior or escalation role.
• You're an impeccable verbal and written communicator, with the ability to explain technical concepts clearly to both technical and non-technical users and provide easy-to-follow, step-by-step instructions for solving complex issues.
• You've got exceptional problem-solving skills, with the ability to quickly assess issues, identify root causes, and develop effective solutions under pressure.
• You are energized by helping people and have considerable experience working with customers, de-escalating conflicts and frustrations, and being an encouraging and effective advisor to clients.
• You're passionate about mentoring and guiding junior engineers, leading by example and fostering a collaborative team environment.
• You have proven ability to manage multiple high-priority tasks in a fast-paced environment, ensuring all customer issues are handled within (or, ideally) ahead of) required timeframes.
• You have advanced knowledge of the most popular operating systems (Windows, Linux, MacOS)
• You have a strong understanding of networking (TCP/IP, DNS, DHCP, VPN, firewalls, etc.).
• You're familiar with cloud platforms (AWS, Azure, GCP) and virtualization technologies (VMware, Hyper-V).
• You have experience with databases (SQL, MySQL, PostgreSQL, Oracle) and scripting (Python, Bash, Powershell)
• You're familiar with DevOps tools and practices (Azure, CI/CD, Docker, Kubernetes)
• Other Technical Experience
  • Knowledge of Endpoint Security (DLP tech / strategies, endpoint platforms and components, SCCM, Jamf, etc.)
  • Systems administration
  • Software Deployment and Management
  • Understanding of compliance standards such as GDPR, HIPAA, etc. 
  • Basic scripting skills (e.g., PowerShell, Bash) to automate tasks and processes. 

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 will consider 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.