Senior Technical Support Engineer

Position Overview

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.

Join the team that supports our identity governance and privileged access products. You will be a senior technical expert for complex customer issues across this domain.

The TSE will be assigned to one of the AMER, APAC, or EMEA shifts. On-call availability over the weekend is required once a month. 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 behind our products: Active Directory, Entra ID, LDAP, databases, networking, and cloud services, plus Linux and Docker where products run on them
• 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, triaging issues by reading code, logs, and stack traces 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

• Act as an internal escalation point for challenging technical issues
• Lead through technical depth. Queue health, performance management, and team coaching stay with the Team Lead and Manager
• Contribute to 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

• 5+ years in technical support or a similar role supporting enterprise software
• Level 3 or above on our skills scale (can work independently on common tasks) across the core skills below
• Deep knowledge of two or more identity governance or privileged access products, with at least basic familiarity across the rest of the domain
• Intermediate knowledge of cybersecurity practices, standards, and technologies, such as NIST, CIS, or ISO 27001
• Strong understanding of system dependencies and architectural constraints in complex environments
• Able to read code, logs, and stack traces well enough to triage issues before escalating to R&D. Experience with C# and .NET is a plus
• Excellent written and verbal communication skills, with the ability to explain complex technical issues to varied audiences

Core Skills

• Active Directory and Group Policy
• Entra ID
• MFA
• Cybersecurity frameworks
• Encryption and certificates
• Network and protocol security

Additional Skills

• LDAP
• PowerShell
• Exchange (on-premises and online)
• IIS
• MS SQL Server

Our Values

At Netwrix, our values guide every action:

• Next-Level Customer Focus -Customers first, always. We listen, protect, and go the extra mile— because their success is our mission.
• Excellence - We set high standards and take pride in delivering exceptional results. We celebrate wins, seek constant improvement, and address shortcomings professionally.
• Transparent Ownership - We celebrate our successes, own up to our mistakes, communicate openly, and face challenges head-on with a genuine commitment to doing the right thing.
• Winning with Clear Thinking - We value clarity, find straightforward solutions to complex problems, and make swift, effective decisions.
• Relentless Innovation - We continually seek better ways to serve our customers and stay ahead. We foster creative thinking, and we embrace new approaches.
• Industry-Leading Expertise - We take pride in our expertise and continuously seek to learn and share knowledge, striving to be the trusted experts our customers rely on.
• eXceptional Together - We believe in the power of collaboration and diverse perspectives. By valuing each other’s strengths, we achieve outcomes that surpass individual contributions.

Join us in a culture where integrity, respect, and hard work are foundational. Be part of a team dedicated to making a lasting impact.

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.