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 over 20 years of innovation, growth, and strategic acquisitions, the company maintains a remote-first culture while encouraging regular in-person collaboration. Backed by prominent private equity firms, Netwrix continues to expand its market presence and deliver cutting-edge identity governance and privileged access products.

We are seeking a Senior Technical Support Engineer to lead the resolution of complex, recurring, and high-impact technical issues. This role involves deep technical troubleshooting, acting as a trusted advisor to enterprise clients, and mentoring junior engineers. The position requires strong customer-facing communication skills and internal technical leadership. The engineer will support identity governance and privileged access solutions and be assigned to one of the AMER, APAC, or EMEA shifts. On-call availability once a month over the weekend is required, with flexibility in shift assignments based on business needs.

Key Responsibilities

- Lead root cause analysis for complex and recurring issues, recommending sustainable solutions.
- Perform advanced diagnostics across customer environments, leveraging expertise in Active Directory, Entra ID, LDAP, databases, networking, cloud services, Linux, and Docker.
- Identify performance bottlenecks and suggest optimizations.
- Collaborate with Engineering, R&D, and DevOps teams to resolve defects and enhance product reliability.
- Serve as a trusted technical contact for escalated enterprise customer issues.
- Lead structured responses to critical incidents, minimizing downtime and contributing to post-incident reviews.
- Communicate clearly with both technical and non-technical stakeholders, managing difficult situations with empathy.
- Prepare detailed escalations to R&D by analyzing code, logs, and stack traces before engagement.
- Work closely with R&D during investigations, ensuring thorough documentation of customer impact and findings.
- Share knowledge gained from R&D resolutions across the support organization and identify patterns for product or process improvements.
- Act as an internal escalation point for challenging technical problems.
- Contribute to team knowledge-sharing initiatives.
- Identify gaps in technical knowledge and documentation, creating or improving knowledge base articles and training materials.
- Develop and customize scripts to automate repetitive diagnostic tasks using command-line tools, support labs, and AI solutions.
- Participate in broader support process improvement efforts.

Required Qualifications

- Minimum of 5 years’ experience in technical support or a similar role supporting enterprise software.
- Ability to work independently on common tasks at Level 3 or above on the company’s skills scale.
- Deep knowledge of two or more identity governance or privileged access products, with basic familiarity across the domain.
- Intermediate understanding of cybersecurity standards and frameworks such as NIST, CIS, or ISO 27001.
- Strong grasp of system dependencies and architectural constraints in complex environments.
- Proficient in reading code, logs, and stack traces to triage issues before escalation; experience with C# and .NET is a plus.
- Excellent written and verbal communication skills, capable of explaining complex technical issues to diverse audiences.

Preferred Skills and Benefits

- Expertise in Active Directory, Group Policy, Entra ID, MFA, cybersecurity frameworks, encryption, certificates, and network security.
- Additional skills in LDAP, PowerShell, Exchange (on-premises and online), IIS, and MS SQL Server are advantageous.
- Competitive health benefits and continuous learning and development opportunities.
- A collaborative, team-oriented, and innovative work environment.
- Regular company town halls to keep employees informed.
- Opportunities for career growth and advancement.

Netwrix values integrity, respect, and hard work, fostering a culture where diverse perspectives and collaboration lead to exceptional outcomes. The company is an Equal Opportunity Employer, welcoming applicants without regard to race, color, religion, sex, national origin, age, disability, veteran status, or any other protected characteristic. Accommodations are available upon request to support all candidates throughout the hiring process. Join Netwrix and contribute to a mission-driven team dedicated to making a lasting impact in data security.