[Hiring] Senior Technical Support Engineer @Netwrix Corporation

Role Description

We are looking for a Senior Technical Support Engineer to lead investigations into complex, recurring, and high-impact technical issues, serve as a trusted technical advisor to our enterprise and key accounts, and mentor junior and mid-level engineers. This role combines deep technical troubleshooting with customer-facing communication and internal technical leadership. This role will align with either EMEA or APAC working hours. While the engineer will be assigned to a specific time zone, flexibility is required, as this assignment may be subject to change based on business needs.

Key Responsibilities

• Complex Issue Resolution
  • Lead root cause analysis on complex, recurring, and high-impact issues, and recommend sustainable solutions.
  • Perform advanced troubleshooting and diagnostics across complex customer environments, drawing on strong knowledge of the technologies supporting Netwrix products — Active Directory, Linux, Docker, databases, networking, and cloud services.
  • Identify performance bottlenecks and recommend optimizations.
  • Collaborate with Engineering, R&D, and DevOps to resolve defects and improve product reliability.
• Customer & Incident Management
  • Serve as a trusted technical contact for complex, escalated, and enterprise customer issues.
  • Lead structured responses to critical incidents, minimizing customer impact and downtime, and contribute to post-incident reviews and preventive recommendations.
  • Communicate clearly and proactively with both technical and non-technical audiences, managing difficult situations with confidence and empathy.
• R&D Escalations
  • Prepare complete, high-quality escalations to R&D, backed by a foundational understanding of code sufficient to triage issues before engagement.
  • Collaborate with R&D throughout investigations, ensuring customer impact and findings are clearly documented.
  • Capture and share knowledge from R&D resolutions across the Support organization, and identify patterns that inform product or process improvements.
• Technical Leadership & Mentorship
  • Act as an internal escalation point for challenging technical issues.
  • Coach and mentor junior and mid-level engineers through complex investigations, reinforcing best practices in troubleshooting, escalation, communication, and documentation.
  • Support onboarding and knowledge-sharing initiatives across the team.
• Process, Documentation & Automation
  • Identify gaps in technical knowledge, process, and documentation, and create or improve knowledge base articles, troubleshooting guides, and internal training material.
  • Develop and customize scripts to streamline repetitive diagnostic tasks, leveraging command-line tools, support labs, and AI-powered solutions.
  • Contribute to broader support process improvement initiatives.

Qualifications

• Deep knowledge of two or more Netwrix products, with at least basic familiarity across the assigned Support Domain.
• Intermediate knowledge of cybersecurity practices, standards, and technologies.
• Strong understanding of system dependencies and architectural constraints in complex environments.
• Foundational coding knowledge sufficient to analyze and triage issues prior to R&D escalation.
• Experience mentoring or coaching junior engineers is a plus.
• Excellent written and verbal communication skills, with the ability to explain complex technical issues to varied audiences.

Benefits

• 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.