Technical Support Engineer

1 week ago

London, Greater London, United Kingdom Netwrix Corporation Full time
About Netwrix Corporation

Netwrix Corporation is a leading provider of cybersecurity solutions, empowering security professionals to face digital threats with confidence. Our commitment to simplicity and innovation sets us apart, making cybersecurity both accessible and effective for all organizations.

With a team of over 900 remote employees across 35 countries, we work to ensure a brighter digital future by safeguarding data, identities, and infrastructure, reducing both the risk and the impact of a breach.

Job DescriptionTechnical Support Engineer

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.

  • Provide Timely and Effective Technical Support: Through phone, web, and email, you will troubleshoot and resolve technical issues for Active Directory Security products.
  • Identify and Resolve Issues: You will be able to identify and resolve issues that arise, reproducing them in-house and working with Q.A./Engineering to resolve when a resolution or workaround is not available.
  • Assist with Implementing Solutions: You will understand customer requirements and assist with implementing solutions.
  • Facilitate Knowledge Transfer: You will facilitate knowledge transfer to customers during troubleshooting and resolution.
  • Identify and Solve Problems Efficiently: You will be able to identify and solve problems efficiently and effectively.
  • Strong Customer-Facing and Relationship-Building Skills: You will have strong customer-facing and relationship-building skills, with a passion for customer service and success.
  • Knowledge Base Contribution: You will create and update knowledge base articles to assist customers in resolving common queries independently.
  • Testing and Training: You will assist in testing new product releases and updates, as well as conduct training sessions for customers to enhance their understanding of Netwrix products.
Success in this Role
  • 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.
  • Issue Resolution Time: Meeting or exceeding service level agreements (SLAs) for resolving customer issues is crucial.
  • Knowledge Base Contribution: A successful Technical Support Engineer actively contributes to the company's knowledge base by creating and updating articles.
  • Effective Collaboration: Success in this role involves collaborating seamlessly with internal teams, such as development and quality assurance.
  • Proactive Communication: Successful TSEs proactively communicate with customers, keeping them informed about the status of their issues, updates, and resolutions.
  • Training and Documentation: Contributing to the training of customers by conducting informative sessions demonstrates success.
  • 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.
  • Positive Team Contribution: A successful Technical Support Engineer actively contributes to a positive and collaborative team culture.
  • Customer Retention: Ultimately, success is reflected in customer retention.
Requirements
  • 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, 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 Join Netwrix Corporation
  • 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-Oriented and Collaborative Colleagues.

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