Technical Support Engineer Tier 1

About Us

At Netwrix, our mission is to revolutionize data security by placing identity at the core - providing unparalleled visibility and control. Engineered and supported by over 900 highly talented, motivated employees and hundreds of trusted partners in nearly every geography, Netwrix solutions are relied upon daily by security professionals across more than 15,000 organizations in over 100 countries around the world.

Over the past two decades, Netwrix has expanded its market presence through innovation, organic growth, and strategic acquisitions, and are proud to be backed by renowned private equity firms, TA Associates and Center bridge Partners. Netwrix maintains a global presence, fostering a remote-first work environment while encouraging and facilitating frequent face-to-face interaction with colleagues, customers, and partners.

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 and/or UNIX Server and Desktop Operating Systems (RHEL/CentOS/Ubuntu/Debian/SLES/Mac OS/AIX/Solaris/HP-UX)

• Virtualization Software (VMWare/Hyper-V)
• Networking Protocols
• Cloud-Based Applications 
• Databases (Mongo/SQL/Oracle)
    

• Preferred
  1. Understanding of TCP
  2. Microsoft Internet Information Services (IIS)
  3. Familiar with Cyber Security Concepts (CIS/PCI-DSS/ISO-27K/NIST/HIPAA)
  4. Familiar with ITSM Applications and Processes (ServiceNow/BMC Remedy/Change Gear/Saman age/Manage Engine/Sunview/Cherwell)

Why You’ll Love Working at Netwrix

• Competitive Health Benefits
• Continuous Learning and Development Opportunities
• Team-Oriented, Collaborative, and Innovative Work Environment
• Regular Company Town Halls to Keep You Informed
• Opportunities for Career Growth and Advancement

We pride ourselves on a culture that truly values employee input across various backgrounds and experiences. We look forward to welcoming new talent who can help us further our mission.

Netwrix Corporation and its wholly owned subsidiaries are Equal Opportunity Employers (EEO) and welcome all applicants for employment without regard to race, color, religion, sex, national origin, age, disability, veteran status, or any other protected characteristic under applicable law. 

Please let us know if you require any accommodation.