Senior Technical Support Engineer

Netwrix is a global leader in data security, focusing on identity-centric solutions that provide unmatched visibility and control. Supported by over 900 skilled employees and numerous trusted partners worldwide, Netwrix serves more than 13,500 organizations across 100+ countries. With two decades of innovation, organic growth, and strategic acquisitions, the company operates with a remote-first culture while encouraging regular face-to-face collaboration. Backed by prominent private equity firms, Netwrix continues to expand its market presence and deliver cutting-edge security solutions.

We are seeking a Senior Technical Support Engineer to lead the investigation of complex, recurring, and high-impact technical issues. This role involves acting as a trusted technical advisor to enterprise and key accounts, mentoring junior and mid-level engineers, and combining deep technical troubleshooting with effective customer communication and internal leadership. The position aligns with either EMEA or APAC working hours, with flexibility required as business needs evolve.

Key Responsibilities

Complex Issue Resolution
- Lead root cause analysis for complex and recurring issues, recommending sustainable solutions.
- Conduct advanced troubleshooting across diverse customer environments, leveraging expertise in Active Directory, Linux, Docker, databases, networking, and cloud services.
- Identify performance bottlenecks and suggest optimizations.
- Collaborate with Engineering, R&D, and DevOps teams to resolve defects and enhance product reliability.

Customer & Incident Management
- Serve as a trusted technical contact for escalated and enterprise-level customer issues.
- Lead structured responses to critical incidents, minimizing downtime and contributing to post-incident reviews and preventive measures.
- Communicate clearly and proactively with both technical and non-technical stakeholders, managing challenging situations with confidence and empathy.

R&D Escalations
- Prepare thorough and high-quality escalations to R&D, with foundational coding knowledge to triage issues before escalation.
- Work closely with R&D during investigations to ensure clear documentation of customer impact and findings.
- Share knowledge gained from R&D resolutions across the Support organization and identify trends to inform product or process improvements.

Technical Leadership & Mentorship
- Act as an escalation point for difficult technical challenges.
- Mentor junior and mid-level engineers in troubleshooting, escalation, communication, and documentation best practices.
- Support onboarding and knowledge-sharing initiatives within the team.

Process, Documentation & Automation
- Identify gaps in technical knowledge, processes, and documentation; create or improve knowledge base articles, troubleshooting guides, and training materials.
- Develop and customize scripts to automate repetitive diagnostic tasks using command-line tools, support labs, and AI-powered solutions.
- Contribute to broader support process improvement efforts.

Required Qualifications
- Deep knowledge of two or more Netwrix products, with basic familiarity across the assigned Support Domain.
- Intermediate understanding of cybersecurity practices, standards, and technologies.
- Strong grasp of system dependencies and architectural constraints in complex environments.
- Foundational coding skills sufficient to analyze and triage issues prior to R&D escalation.
- Excellent written and verbal communication skills, capable of explaining complex technical issues to diverse audiences.

Preferred Qualifications and Benefits
- Experience mentoring or coaching junior engineers is advantageous.
- Competitive health benefits and continuous learning and development opportunities.
- Collaborative, team-oriented, and innovative work environment.
- Regular company town halls to keep employees informed.
- Opportunities for career growth and advancement.

At Netwrix, our core values guide everything we do: putting customers first, striving for excellence, embracing transparent ownership, making clear and effective decisions, fostering relentless innovation, maintaining industry-leading expertise, and achieving exceptional results through collaboration. We are committed to a culture of integrity, respect, and hard work, welcoming diverse talent to join us in making a lasting impact.

Netwrix Corporation and its subsidiaries are Equal Opportunity Employers and welcome applicants regardless of race, color, religion, sex, national origin, age, disability, veteran status, or any other protected characteristic under applicable law. Accommodations are available upon request.