Senior Technical Support Engineer

We are seeking a Senior Technical Support Engineer to lead the resolution of complex, recurring, and high-impact technical issues while acting as a trusted advisor to our enterprise and key accounts. This role involves deep technical troubleshooting, customer-facing communication, and internal leadership, including mentoring junior and mid-level engineers. You will support our identity governance and privileged access products, serving as a senior technical expert for challenging customer issues within this domain. The position requires assignment to one of the AMER, APAC, or EMEA shifts, with on-call availability once a month on weekends. Flexibility is essential as shift assignments may change based on business needs.

Key Responsibilities

Complex Issue Resolution: Lead root cause analysis for complex and recurring problems, recommending sustainable solutions. Perform advanced troubleshooting across customer environments, leveraging expertise in Active Directory, Entra ID, LDAP, databases, networking, cloud services, Linux, and Docker. Identify performance bottlenecks and suggest optimizations. Work closely with Engineering, R&D, and DevOps teams to resolve defects and enhance product reliability.

Customer & Incident Management: Act as a trusted technical contact for escalated and enterprise-level customer issues. Lead structured responses to critical incidents to minimize downtime and customer impact. Participate in post-incident reviews and provide preventive recommendations. Communicate effectively with both technical and non-technical stakeholders, managing difficult situations with confidence and empathy.

R&D Escalations: Prepare thorough and high-quality escalations to R&D by analyzing code, logs, and stack traces before engagement. Collaborate 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 patterns to drive product or process improvements.

Technical Leadership: Serve as an internal escalation point for challenging technical issues. Provide technical depth and guidance, supporting team leads and managers in queue health and performance management. Contribute actively to 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 internal training materials. Develop and customize scripts to automate repetitive diagnostic tasks using command-line tools, support labs, and AI-powered solutions. Participate in broader support process improvement efforts.

Required Qualifications

- Minimum of 5 years’ experience in technical support or a related role supporting enterprise software.
- Level 3 proficiency or higher on the company skills scale, capable of independently handling common tasks.
- Deep knowledge of two or more identity governance or privileged access products, with basic familiarity across the domain.
- Intermediate understanding of cybersecurity frameworks such as NIST, CIS, or ISO 27001.
- Strong grasp of system dependencies and architectural constraints in complex environments.
- Ability to read and interpret code, logs, and stack traces to triage issues before escalating to R&D. 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

- 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.

Benefits and Company Values

At Netwrix, we prioritize customer success, excellence, transparent ownership, clear thinking, relentless innovation, industry-leading expertise, and collaboration. Our culture is built on integrity, respect, and hard work, fostering an environment where diverse perspectives thrive.

You will enjoy competitive health benefits, continuous learning and development opportunities, a collaborative and innovative work environment, regular company town halls, and clear paths for career growth and advancement.

Netwrix Corporation is an Equal Opportunity Employer, welcoming applicants regardless of 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.