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Technical Support Engineer Tier 1



IT, Customer Service
Posted on Wednesday, June 26, 2024

Join the Winning Netwrix Team!

About Us:

We are a rapidly growing technology company with over 900 dedicated professionals committed to enhancing data security. Organizations of all sizes use our products to safeguard their business-critical data and the 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 through innovation, rapid organic growth, and over 10 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 transitioned to home offices and have remained remote ever since.

Due to our continued accelerated growth, we are looking for a detail-oriented, creative, and strategic Technical Support Engineer to join our team. If you are an energetic and ambitious individual with a few years of work experience and ready to advance your career in a high-growth, tech environment, then working for Netwrix can help you make immediate business impacts while accelerating your personal career journey, surrounded by a positive and motivating team.

Technical Support Engineer, Tier 1

As a Technical Support Engineer, your main responsibility is to provide customer support and ensure customer satisfaction. You will be the primary contact for all technical support inquiries and issues from Netwrix customers. You are expected to have a strong understanding of our products and the ability to empathize with customers to effectively resolve their problems. We are seeking a team player who is customer-focused, creative, and demonstrates a sense of urgency and ownership.

What You Will Be Doing:

  • Provide responsive, timely, and exceptional support to new and existing customers via the Support Portal and phone.
  • Evaluate, troubleshoot, replicate, and document all work in the ticketing system. Keep customers up to date on what we know about the issue, the next steps, and when they will happen.
  • Thoroughly document potential product defects and reproduce in-house for further escalation to Engineering.
  • We sometimes 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, FAQs, and how-to.
  • Leverage your customer interactions to help improve product roadmap and customer experience.
  • Suggest improvements to Standard Operating Procedures to support process improvements and triaging product feedback and enhancements.

Key Skills:

  • A minimum of two years support and/or technical support role.
  • Strong technical aptitude and exceptional communication skills (written and verbal).
  • Hungry 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. High output; low ego.

Technologies Required:

  • Required
    1. Windows Server and Desktop Systems (Windows 2008 and Windows 7 and Up)
    2. Linux Server and Desktop Operating Systems (RHEL/CentOS/Ubuntu/Debian/SLES)
    3. UNIX Operating Systems (Mac OS/AIX/Solaris/HP-UX)
    • Virtualization Software (VMWare / Hyper-V)
    • Networking Protocols
    • Cloud-Based Applications
  1. Databases (Mongo/SQL/Oracle)
  2. Microsoft Internet Information Services (IIS)
  • Preferred
    1. Understanding of TCP
    2. Familiar with Cyber Security Concepts (CIS/PCI-DSS/ISO-27K/NIST/HIPAA)
      Familiar with ITSM Applications and Processes (ServiceNow/BMC Remedy/ChangeGear/Samanage/ManageEngine/SunView/Cherwell)

Why You’ll Love Working at Netwrix:

  • Unlimited PTO
  • Excellent Health Benefits
  • Paid Parental Leave
  • Wellness Programs (walking challenges, virtual yoga classes, and virtual stretching exercises)
  • Team Orientated and Collaborative Colleagues
  • Casual and Innovative Work Environment
  • Opportunities for Career Advancement
  • Regular Town Halls to Keep You Informed

All Told…We’re a Culture that Truly Cares About our Employees, and Their Voice to Help Us Thrive! We welcome people across all different backgrounds and experiences and look forward to hearing from you!

Netwrix is an Equal Opportunity Employer