Technical Support Engineer 1
Technical Support Engineers are primarily responsible for customer support/satisfaction and
will be the point of contact for all technical support questions and problems from Netwrix
customers. You would be expected to have deep product knowledge and empathy to drive
problem resolution with our customers. We’re looking for an A+ team player who is customer-
centric, creative, and acts with a sense of urgency and ownership.
What You Will Be Doing:
• Provide responsive, timely, and exceptional support to new and existing customers via
Support Portal and phone.
• Evaluate, troubleshoot, replicate, and document all work in the ticketing system and
keep customers up to date on what we know about the issue, what are the next steps
and when they will happen.
• Thoroughly document potential product defects and reproduce in-house for further
escalation to Engineering.
• At times, we work cross-functionally with Customer Success Managers and R&D to
create an exceptional post-deployment customer experience.
• Identify and author knowledge base articles for product features, FAQs, and how-to.
• Leverage your customer interactions to help improve product roadmap and customer
experience.
• Suggest improvements to Standard Operating Procedures for support process
improvements and triaging of product feedback and enhancements.
Key Skills:
• 2+ years of experience in a customer support and/or technical support role.
• Strong technical aptitude and exceptional communication skills (written and verbal).
• An empathetic mindset with the drive to advocate for our customers.
• Ability to appropriately prioritize and escalate customer issues.
• Excellent troubleshooting, problem-solving, and time management skills
• skills.
• Experience and desire to work cross-functionally.
• A willingness to learn and aptitude to master our products and become a trusted
advisor to our customers.
• Excellent
• Resourceful and proactive in gathering information and sharing ideas.
• Hands-on Experience and Strong knowledge of Active Directory, Exchange, M365,
Microsoft Entra ID, and SQL server
• Working knowledge of SharePoint, File Systems, LDAP-based directories, network
protocols, and cloud-based applications
• Moderate level knowledge of CIFS/SMB, NFS v3, NetApp Filers, SQL Scripting, SQL
Schema, Networking troubleshooting
• Experience with virtualization software (VMWare, etc.)
• Experience with PowerShell and/or VBScript
