Senior Technical Support Engineer French National

About Us Netwrix is dedicated to revolutionizing data security by placing identity at the core, providing unparalleled visibility and control. Our solutions are relied upon daily by security professionals across more than 13,500 organizations in over 100 countries.

Technical Support Engineers deliver exceptional support experiences to Netwrix customers, diagnosing and resolving technical problems, and working collaboratively with cross‑functional teams. This hybrid role requires 3 days a week onsite in our Kraków office.

• Technical Troubleshooting & Issue Resolution:
  Diagnose and resolve security software issues, analyze logs and error reports, and maintain ownership of customer communication.
• Root Cause Analysis (RCA):
  Perform in‑depth analysis to identify causes of recurring issues and implement preventive solutions.
• Customer Communication:
  Act as a trusted advisor, providing timely updates and proactive recommendations through phone or portal, and document all progress in the ticketing system.
• Collaboration:
  
  Work closely with Engineering, Product, and Dev Ops to resolve highly technical and complex issues.
• Knowledge Management:
  Author knowledge‑base articles for product issues, FAQs, and how‑to guides, documenting troubleshooting steps and best practices.
• Proactive Support:
  Monitor incoming tickets and backlogs to detect trends, identify defects and risks, and recommend mitigation actions.
• Process Improvement:
  Continuously seek opportunities to improve processes, tools, and customer experiences.
• On‑Call Support:
  Participate in a rotational on‑call schedule to address critical issues outside normal business hours.

• French national residing in Poland.

• 1 to 3 years of experience in technical support or a service‑oriented customer‑facing role supporting on‑prem and SaaS environments.
• Bachelor’s degree in Computer Science, Information Technology, Engineering, or related field (or equivalent experience).

• Excellent verbal and written communication skills, able to explain complex technical issues to technical and non‑technical users.
• Dedication to customer satisfaction and experience managing relationships with high‑value enterprise customers.
• Strong troubleshooting and analytical skills with a curiosity and tenacity for resolving technical issues.
• Ability to work autonomously, manage multiple priorities, and operate effectively in a fast‑paced environment.

• Strong understanding of cybersecurity products and best practices, focusing on Identity and Access Management (IAM).
• Knowledge of IAM and Identity Governance concepts.
• Experience with LDAP, Active Directory, and Microsoft Entra .
• Proficiency in Microsoft SQL Server, Azure SQL as a Service, ODBC, and Transact‑SQL.
• Power Shell scripting and automation.
• Solid understanding of SSL, TLS, HTTP, and HTTPS.
• Familiarity with Multi‑Factor Authentication technologies.
• Experience with SAML‑based Single Sign‑On.
• Working knowledge of ASP.NET Core.
• Self‑sufficient, self‑motivated, and a continuous learner.
• Demonstrated creative problem‑solving and strong analytical skills.

• Next‑Level Customer Focus – customers first, always.
• Excellence – setting high standards and celebrating wins.
• Transparent Ownership – open communication and accountability.
• Winning with Clear Thinking – straightforward solutions and swift decisions.
• Relentless Innovation – continuous improvement and creative thinking.
• Industry‑Leading Expertise – sharing knowledge and staying trusted experts.
• Exceptional Together – collaboration and diverse perspectives for superior outcomes.

• 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.

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.