Technical Support Engineer

Netwrix is a global leader in data security, focused on placing identity at the core to provide unmatched visibility and control. Supported by over 900 skilled employees and numerous trusted partners worldwide, Netwrix solutions are trusted daily by security professionals in more than 13,500 organizations across 100 countries. With two decades of growth driven by innovation, strategic acquisitions, and strong backing from private equity firms, Netwrix fosters a remote-first culture while encouraging regular in-person collaboration with colleagues, customers, and partners.

The Technical Support Engineer plays a critical role in delivering specialized technical assistance by diagnosing, troubleshooting, and resolving complex software, system, and infrastructure issues. This position works closely with customers, internal teams, and stakeholders to ensure product reliability, system performance, and overall customer satisfaction.

Key Responsibilities
- Provide expert technical troubleshooting and problem resolution for customer-reported issues.
- Analyze system logs, configurations, and infrastructure components to identify and diagnose technical problems.
- Escalate complex issues and collaborate with internal engineering teams to address product defects.
- Document troubleshooting workflows, solutions, and best practices to support knowledge sharing across teams.
- Develop and optimize diagnostic tools, scripts, and automation to enhance efficiency and effectiveness.
- Assist in system performance optimization, enforce security best practices, and support incident resolution processes.
- Contribute to continuous process improvements and technical support strategies to elevate service quality.
- Mentor and provide technical training and guidance within the support organization to foster team growth.

Required Qualifications
- Proven experience in technical support or a similar role involving complex software and infrastructure troubleshooting.
- Strong analytical skills with the ability to interpret system logs and configurations.
- Excellent problem-solving capabilities and the ability to collaborate effectively with engineering and product teams.
- Experience developing automation tools or scripts to improve support workflows is highly desirable.
- Strong communication skills, both written and verbal, to document processes and provide clear guidance.
- Commitment to customer satisfaction and a proactive approach to resolving technical challenges.

Preferred Qualifications and Benefits
- Experience working in cybersecurity or data security environments is a plus.
- Familiarity with system performance optimization and security best practices.
- Opportunities for continuous learning and professional development within a collaborative and innovative work environment.
- Competitive health benefits and a culture that values employee input and diverse perspectives.
- Regular company town halls to keep employees informed and engaged.
- Clear paths for career growth and advancement within a global organization.

At Netwrix, our core values shape everything we do: putting customers first, striving for excellence, owning our actions transparently, making clear and effective decisions, relentlessly innovating, sharing industry-leading expertise, and achieving exceptional results through collaboration. We are committed to fostering a culture of integrity, respect, and hard work, where diverse talents come together to make a lasting impact.

Netwrix Corporation and its subsidiaries are Equal Opportunity Employers, welcoming applicants without regard to race, color, religion, sex, national origin, age, disability, veteran status, or any other protected characteristic under applicable law. Accommodations are available upon request to support all candidates throughout the hiring process.