Technical Support Engineer

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 13,500 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
Technical Support Engineer provides specialized technical assistance to customers, internal teams, and stakeholders by diagnosing, troubleshooting, and resolving complex software, system, and infrastructure issues. Technical Support Engineers serve as subject matter experts in their domains, ensuring product reliability, system performance, and customer satisfaction. They collaborate with engineering, product, and operations teams to drive continuous improvements, develop automation tools, and enhance troubleshooting methodologies.

Key Responsibilities

- Provide technical troubleshooting and problem resolution for customer-reported issues.

- Analyze system logs, configurations, and infrastructure components to diagnose technical problems.

- Escalate and collaborate with internal engineering teams on complex issues and product defects.

- Document troubleshooting workflows, solutions, and best practices to enhance knowledge sharing.

- Develop and optimize diagnostic tools, scripts, and automation to improve efficiency.

- Assist in system performance optimization, security best practices, and incident resolution.

- Contribute to process improvements and technical support strategies for enhanced service quality.

- Provide mentorship, technical training, and guidance within the support organization.

Qualification s

- A minimum of two years support and/or technical support role

- Strong technical aptitude and exceptional communication skills (written and verbal)

- Hungry to learn and passionate about providing world-class support in every customer interaction

- An empathetic mindset with the drive to advocate for our customers

- Ability to appropriately prioritize and escalate customer issues

- Excellent troubleshooting and deep analytical skills

- Experience and desire to work cross-functionally

- Team and goal-oriented. High output; low ego

Our Values

At Netwrix , our values guide every action:

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Next-Level Customer Focus -Customers first, always. We listen, protect, and go the extra mile— because their success is our mission.

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Excellence - We set high standards and take pride in delivering exceptional results. We celebrate wins, seek constant improvement, and address shortcomings professionally.

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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.

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Winning with Clear Thinking - We value clarity, find straightforward solutions to complex problems, and make swift, effective decisions.

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Relentless Innovation - We continually seek better ways to serve our customers and stay ahead. We foster creative thinking, and we embrace new approaches.

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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.

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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.

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