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Senior Technical Support Engineer
2 months ago
About Us:
Our commitment to simplicity and innovation sets us apart, making cybersecurity both accessible and effective for all organizations. Our more than 900 remote employees across 35 countries work to ensure a brighter digital future by safeguarding data, identities, and infrastructure reducing both the risk and the impact of a breach.
Netwrix empowers security professionals to face digital threats with confidence by enabling them to identify and protect sensitive data as well as to detect, respond to, and recover from attacks. More than 13,500 organizations across 100+ countries rely on Netwrix solutions to strengthen their security and compliance posture. By reducing the cybersecurity burden with Netwrix, organizations concentrate on advancing their cause while reducing cyber risk.
With more than 15 years of expertise in the field, Netwrix continues to expand its market presence through innovation, organic growth, and strategic acquisitions (Stealthbits, StrongPoint, Anixis, NNT, PolicyPak, UserCube, Mateso,Imanami, CoSoSys, Remediant). Our journey is further strengthened by the backing of the renowned private equity firms, TA Associates and Centerbridge Partners.
About this role:
The Technical Support Engineer is responsible for supporting the organization’s software in client environments while providing exemplary customer service. In this role, you will play a crucial part in ensuring our customers have a seamless experience with Netwrix products. You will troubleshoot and resolve technical issues, communicate effectively with customers, and collaborate with internal teams to enhance our products.
Responsibilities:
- To provide timely and effective technical support through phone, web, and email for an Active Directory Security product.
- To be able to identify and resolve issues that arise and reproduce in house and work with Q.A./Engineering to resolve when a resolution or workaround is not available.
- Understand customer requirements and assist with implementing solutions.
- Facilitate knowledge transfer to customers during troubleshooting and resolution.
- Ability to identify and solve problems efficiently and effectively.
- Strong customer-facing and relationship-building skills with a passion for customer service and success.
- Create and update knowledge base articles to assist customers in resolving common queries independently.Assist in testing new product releases and updates.
- Conduct training sessions for customers to enhance their understanding of Netwrix products.
What does success look like in this position?
We are looking for a proactive and customer-focused Technical Support Engineer to provide exceptional technical assistance to our clients. The combination of technical expertise, customer satisfaction, and effective collaboration will be identified in the following areas:
- Customer Satisfaction:Consistent positive feedback from customers after resolving issues promptly, providing clear and helpful communication, and ensuring customers feel supported and valued.
- Technical Proficiency: Netwrix’ s Technical Support Engineer must be able to quickly understand and troubleshoot complex technical issues related to Netwrix products. The engineer should demonstrate continuous improvement in technical skills and stay updated on new product releases and features.
- Issue Resolution Time: Meeting or exceeding service level agreements (SLAs) for resolving customer issues is crucial. Success is evident when technical support engineers consistently meet or exceed established timelines for issue resolution, contributing to a positive customer experience.
- Knowledge Base Contribution:A successful Technical Support Engineer actively contributes to the company’s knowledge base by creating and updating articles. This helps empower customers to resolve common queries independently and reflects a commitment to continuous improvement.
- Effective Collaboration: Success in this role involves collaborating seamlessly with internal teams, such as development and quality assurance. Providing clear and detailed information for escalated issues and working collaboratively to find solutions demonstrates effective teamwork.
- Proactive Communication: Successful TSEs proactively communicate with customers, keeping them informed about the status of their issues, updates, and resolutions .Clear and concise communication fosters trust and enhances the overall customer experience.
- Training and Documentation: Contributing to the training of customers by conducting informative sessions demonstrates success. Additionally, creating and updating documentation to aid customers and internal teams showcases a commitment to knowledge sharing and improving overall product understanding.
- Adaptability and Continuous Learning: Success in this dynamic role is characterized by an engineer’s ability to adapt to new technologies, learn quickly, and stay ahead of industry trends . Embracing continuous learning ensures the ability to handle evolving customer needs.
- Positive Team Contribution: A successful Technical Support Engineer actively contributes to a positive and collaborative team culture. Sharing insights, providing assistance to colleagues, and fostering a supportive environment contribute to overall team success.
- Customer Retention: Ultimately, success is reflected in customer retention. A Technical Support Engineer’s ability to address customer needs, exceed expectations, and contribute to overall customer satisfaction plays a crucial role in the long-term success of Netwrix Corporation.
You are a strong fit for this role if you have:
- A minimum of two years’ experience providing technical support, software development or implementation of software applications
- Expert level knowledge of Active Directory and Azure Active Directory
- Strong knowledge of Windows Operating Systems and Microsoft Exchange
- Strong analytical and problem-solving skills required supported by excellent customer relationship skills
- Must be team-oriented and self-motivated, able to manage multiple tasks prioritizing based on deadlines and urgency/impact
- Good communication skills in English (written and verbal)
- Experience with virtualization software (VMWare, etc.)
- Ability to work independently and collaboratively in a fast-paced environment.
- Certifications for Active Directory and/or Azure Active Directory a plus.
- Fluent in French a plus.
Why You’ll Love Working at NETWRIX:
- Employment according to the Labor Code;
- Additional paid day off at your B-day;
- Excellent Health Benefits;
- Wellness Programs (walking challenges, virtual yoga classes, and virtual stretching exercises);
- Challenging projects and opportunities for Career Advancement;
- Casual and Innovative Upbeat Work Environment;
- Team Orientated and Collaborative Colleagues.
All Told…We’re a Culture that Truly Cares About our Employees, and Their Voice to Help Us Thrive We welcome people across all different backgrounds and experiences and look forward to hearing from you
NETWRIX is an Equal Opportunity Employer
