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Technical Support Engineer



IT, Customer Service
Posted on Thursday, July 11, 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. Founded in 2006, with over 18 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. We prioritize maintaining a balanced work-life balance, ensuring our team members can thrive both professionally and personally.

Technical Support Engineer

As a Technical Support Engineer, you will be the frontline hero for our customers, ensuring their satisfaction and addressing their technical queries and issues. You'll need to possess a comprehensive understanding of our products and demonstrate empathy in resolving customer problems. We are in search of a proactive, customer-focused individual who is not only a standout team player but also exhibits creativity, urgency, and a strong sense of ownership.

What You Will Be Doing:

  • Provide responsive, timely, and exceptional support of our Privilege Access Management solutions 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 the next steps are, 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, FAQs, and how-to.
  • Leverage your customer interactions to help improve product roadmap and customer experience.
  • Participate in a rotating Weekend On-Call coverage to respond to customer emergencies
  • Suggest improvements to Standard Operating Procedures for support process improvements and triaging of product feedback and enhancements.
  • Have a thorough understanding of Identity Access Management (IAM) and Privilege Access Management (PAM) solutions, their usage, and best practices. Be able to assist customers in implementing and troubleshooting IAM and PAM issues, ensuring secure and efficient access control within their environments.

Key Skills:

  • A minimum of 2 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:
    • Active Directory
    • Internet Information Services
    • NGINX and Apache web servers
    • Networking troubleshooting
    • PowerShell Scripting
    • Microsoft SQL Server
    • Linux
    • bash
    • Azure
    • Local Security Policy
  • Basic to Moderate level knowledge of:
    • Digital Certificate Management and Deployment
  • Experience with Netwrix products is a plus.