Senior Technical Support Engineer

About the role

Netwrix, which provides identity governance and privileged access products, is looking for a Senior Technical Support Engineer to lead investigations into complex, recurring and high-impact technical issues, act as a trusted technical advisor to enterprise and key accounts, and mentor junior and mid-level engineers. The engineer is assigned to one of the AMER, APAC or EMEA shifts, with weekly weekend on-call availability; the time zone assignment may change depending on business needs.

Key responsibilities

• Lead root cause analysis on complex issues and recommend sustainable solutions
• Perform advanced troubleshooting and diagnostics across customer environments, using knowledge of Active Directory, Entra ID, LDAP, databases, networking, cloud services, Linux and Docker
• Identify performance bottlenecks and recommend optimizations
• Work with Engineering, R&D and DevOps to resolve defects and improve product reliability
• Serve as a trusted technical contact for escalated and enterprise customer issues, lead incident response and contribute to post-incident reviews
• Communicate clearly with technical and non-technical audiences
• Prepare high-quality escalations to R&D by reading code, logs and stack traces, and share knowledge from resolutions
• Act as an internal escalation point and coach the team on queue health and performance management
• Improve knowledge base articles, troubleshooting guides and training material, and build scripts to automate repetitive diagnostics

Required profile

• 5+ years in technical support or a similar role supporting enterprise software
• Level 3 or above on the company's skills scale, able to work independently
• Deep knowledge of two or more identity governance or privileged access products
• Intermediate knowledge of cybersecurity frameworks such as NIST, CIS or ISO 27001
• Able to read code, logs and stack traces to triage issues before escalating
• Excellent written and verbal communication skills

Required skills

• Core: Active Directory, Group Policy, Entra ID, MFA, cybersecurity frameworks, encryption and certificates, network and protocol security
• Additional: LDAP, PowerShell, Exchange (on-premises and online), IIS, MS SQL Server
• C# and .NET experience is a plus

What we offer

• Competitive health benefits
• Continuous learning and development opportunities
• Team-oriented, collaborative work environment
• Regular company town halls
• Career growth and advancement opportunities