Technical Support Engineer

Netwrix is dedicated to transforming data security by focusing on identity as the core element, delivering unmatched visibility and control. Supported by over 900 skilled and motivated employees and numerous trusted partners worldwide, Netwrix solutions are trusted daily by security professionals in more than 13,500 organizations across 100 countries. Over the past 20 years, the company has grown through innovation, organic expansion, and strategic acquisitions, backed by leading private equity firms TA Associates and Centerbridge Partners. Netwrix embraces a remote-first work culture while encouraging regular in-person collaboration with colleagues, customers, and partners.

The Technical Support Engineer role involves providing expert technical assistance by diagnosing, troubleshooting, and resolving complex software, system, and infrastructure issues. This position requires collaboration with internal teams and customers to ensure product reliability, optimize system performance, and maintain high customer satisfaction.

Key Responsibilities
- Provide technical troubleshooting and resolve customer-reported issues efficiently.
- Analyze system logs, configurations, and infrastructure components to identify and diagnose problems.
- Escalate complex issues and collaborate with engineering teams on product defects and improvements.
- Document troubleshooting processes, solutions, and best practices to support knowledge sharing.
- Develop and enhance diagnostic tools, scripts, and automation to improve support efficiency.
- Assist in optimizing system performance, implementing security best practices, and resolving incidents.
- Contribute to continuous improvement of support processes and strategies to enhance service quality.
- Mentor and provide technical training and guidance within the support organization.

Required Qualifications
- Proven experience in technical support or a related field, with strong troubleshooting skills.
- Ability to analyze system logs and configurations to diagnose complex technical issues.
- Experience collaborating with engineering and product teams to resolve technical problems.
- Strong documentation skills and ability to create clear, detailed troubleshooting workflows.
- Proficiency in developing or optimizing diagnostic tools and automation scripts.
- Knowledge of system performance optimization and security best practices.
- Excellent communication skills and ability to mentor team members.

Preferred Qualifications and Benefits
- Experience working in a software or cybersecurity environment is highly desirable.
- Familiarity with infrastructure components and incident resolution processes.
- Competitive health benefits and a supportive, team-oriented work environment.
- Opportunities for continuous learning, development, and career advancement.
- Regular company town halls to keep employees informed and engaged.
- A culture that values diversity, collaboration, integrity, and innovation.

At Netwrix, employees are part of a culture that emphasizes integrity, respect, and hard work. The company values customer focus, excellence, transparent ownership, clear thinking, relentless innovation, industry-leading expertise, and collaboration. Netwrix is an Equal Opportunity Employer and welcomes applicants from all backgrounds. Accommodations are available upon request to support applicants throughout the hiring process. Join Netwrix to contribute to a mission-driven team making a lasting impact in data security.