Senior Technical Support Engineer

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.

• 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 Dev Ops to resolve defects and improve product reliability

• 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

• 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

• 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

• 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

• 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

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…