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Technical Support Engineer Tier 1



IT, Customer Service
Posted on Tuesday, April 30, 2024

Join the Winning Netwrix Team!

About Us:

We are a highly successful and rapidly growing technology company of over 900 dedicated professionals committed to making a difference in the world of data security. Organizations of all sizes utilize our products to protect their business-critical data and personal information of their customers and employees from cyber-attacks and data breaches.

With over 15 years of expertise in the field, Netwrix continues its market expansion via innovation, rapid organic growth, and to-date over 9 key acquisitions. The company is also backed by the leading private equity firm TA Associates.

Netwrix is headquartered in Frisco, Texas, and has regional offices in the U.S., the UK, France, Germany, and Pakistan. Due to the pandemic, we have all moved to home offices, and have remained remote ever since.

Technical Support Engineer Tier 1

Technical Support Engineers are primarily responsible for customer support/satisfaction and will be the point of contact for all technical support questions and problems from Netwrix customers. You would be expected to have deep product knowledge and empathy to drive problem resolution with our customers. We’re looking for an A+ team player who is customer-centric, creative and acts with a sense of urgency and ownership.

What You Will Be Doing:

  • Provide responsive, timely and exceptional support of Netwrix Enterprise Auditor to new and existing customers via Support Portal and phone.
  • Evaluate, troubleshoot, replicate and document all work in the ticketing system and keep customers up to date on what we know about the issue, what are the next steps and when they will happen.
  • Thoroughly document potential product defects and reproduce in-house for further escalation to Engineering.
  • At times, we work cross-functionally with Customer Success Managers and R&D to create an exceptional post-deployment customer experience.
  • Identify and author knowledge base articles for product features, FAQ's, and how-to.
  • Leverage your customer interactions to help improve product roadmap and customer experience.
  • Suggest improvements to Standard Operating Procedures for support process improvements and triaging of product feedback and enhancements.

Key Skills:

  • Fluent in German and English languages
  • A minimum of five years support and/or technical support role.
  • Knowledge of the cybersecurity domain/products.
  • Strong technical aptitude and exceptional communication skills (written and verbal).
  • Eager to learn and passionate about providing world class support in every customer interaction.
  • An empathetic mindset with the drive to advocate for our customers.
  • Ability to appropriately prioritize and escalate customer issues.
  • Excellent troubleshooting and deep analytical skills.
  • Experience and desire to work cross-functionally.
  • Team and goal oriented.
  • Moderate to expert level knowledge of the following:
    • Networking troubleshooting
    • Apache and NGINX Web Servers
    • Active Directory
    • Microsoft SQL Server
    • Linux
    • bash
    • Azure
  • Experience with Netwrix Products a plus.