Technical Support Engineer

About the role

As a Technical Support Engineer you will provide responsive, timely, and exceptional support to Netwrix customers, ensuring their satisfaction. You will be the primary contact for all technical support inquiries and issues, requiring a strong understanding of Netwrix products and an empathetic approach.

Key responsibilities

• Provide support via the Support Portal and phone, keeping customers informed of issue status and next steps.
• Evaluate, troubleshoot, replicate, and document all work in the ticketing system.
• Document potential product defects and reproduce them for escalation to Engineering.
• Collaborate cross‑functionally with Customer Success Managers and R&D to improve post‑deployment experience.
• Author knowledge‑base articles for product features, FAQs, and how‑to guides.
• Leverage customer interactions to influence product roadmap and suggest SOP improvements.

Required profile

• Minimum two years of experience in a support or technical support role.
• Strong technical aptitude with exceptional written and verbal communication skills.
• Empathetic mindset with a drive to advocate for customers.
• Ability to prioritize and appropriately escalate issues.
• Team‑oriented, goal‑focused, and comfortable working cross‑functionally.

Required skills

• Active Directory
• Windows Server (2016 and later) and Windows 10+
• Microsoft SQL
• File Systems
• Entra ID
• Microsoft Exchange / Exchange Online
• SharePoint / SharePoint Online
• Virtualization (VMware, Hyper‑V)
• LDAP‑based directories
• Networking protocols
• Cloud‑based applications

What we offer

• Competitive health benefits
• Continuous learning and development opportunities
• Team‑oriented, collaborative, and innovative work environment
• Regular company town halls
• Opportunities for career growth and advancement