Senior Technical Support Engineer [French National]

About Us

At Netwrix, our mission is to revolutionize data security by placing identity at the core - providing unparalleled visibility and control. Engineered and supported by over 900 highly talented, motivated employees and hundreds of trusted partners in nearly every geography, Netwrix solutions are relied upon daily by security professionals across more than 13,500 organizations in over 100 countries around the world.

Over the past two decades, Netwrix has expanded its market presence through innovation, organic growth, and strategic acquisitions, and are proud to be backed by renowned private equity firms, TA Associates and Centerbridge Partners. Netwrix maintains a global presence, fostering a remote-first work environment while encouraging and facilitating frequent face-to-face interaction with colleagues, customers, and partners.

Position Overviev

Technical Support Engineers at Netwrix provide exceptional support experiences to Netwrix customers every day. They work collaboratively with customers to find solutions to technical problems, answers to questions, and the right cross-functional teams to pull in (Engineering, Product Management, Customer Success, etc.) at the right times. And they do all of this in a fast-paced environment where we work together to make every customer interaction as fast and as friendly as possible.
This is a hybrid role with3 days a week onsite in our Kraków office.

Responsibilities

• Technical Troubleshooting & Issue Resolution: Diagnose and resolve security software issues by analyzing logs, traces, and error reports to identify root causes and escalate critical issues to Engineering and R&D while maintaining ownership of customer communication.
• Root Cause Analysis (RCA): Perform in-depth analysis to identify the root cause of recurring issues, offering solutions that prevent future occurrences.
• Customer Communication: Act as a trusted advisor, providing timely updates via phone or portal that include what we know and the next steps, technical guidance, and proactive recommendations to customers. Document and track all progress and communication through the ticketing system.
• Collaboration: Work closely with cross-functional teams, including Engineering, Product, and DevOps, to escalate and resolve highly technical and complex issues.
• Knowledge Management: Identify and author knowledge base articles for product issues, FAQs, and 'how-to'. Document troubleshooting steps, resolutions, and best practices to contribute to both internal and external knowledge bases.
• Proactive Support: Monitor and analyze incoming customer tickets and team ticket backlogs to watch for trends, identify defects/risks and provide proactive recommendations to mitigate issues.
• Process Improvement: Continuously seek opportunities to improve processes, tools, and customer experiences through feedback and analysis.
• On-Call Support: Participate in a rotational on-call schedule to ensure critical customer issues are addressed outside of normal business hours.

Qualifications

Citizenship and Residence

• French national residing in Poland.

Prior Experience:

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

Customer Service Excellence:

• Excellent verbal and written communicator, with the ability to explain complex technical issues to both technical and non-technical users.
• Relentless dedication to making customers happy, and experience in managing relationships with high-value enterprise customers.
• Endless curiosity and tenacity, with excellent troubleshooting and analytical skills for diagnosing and resolving technical issues.
• Responsibility to work autonomously and handle multiple priorities in a fast-paced environment, managing time and tasks effectively.

Technical Expertise:

• Strong understanding of cybersecurity products and best practices, with a focus on Identity and Access Management (IAM)
• Knowledge of IAM and Identity Governance concepts
• Experience with LDAP, Active Directory, and Microsoft Entra ID
• Proficiency in Microsoft SQL Server, Azure SQL as a Service (SQLaaS), ODBC, and Transact-SQL (T-SQL)
• PowerShell scripting and automation
• Solid understanding of SSL, TLS, HTTP, and HTTPS
• Familiarity with Multi-Factor Authentication (MFA) technologies
• Experience with SAML-based Single Sign-On (SSO)
• Working knowledge of ASP.NET Core
• Must be self-sufficient, self-motivated, and a self-learner (important)
• Demonstrated creative problem-solving approach and strong analytical skills

Our Values

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 culture where integrity, respect, and hard work are foundational. Be part of a team dedicated to making a lasting impact.

Why You'll Love Working at Netwrix

• 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

We pride ourselves on a culture that truly values employee input across various backgrounds and experiences. We look forward to welcoming new talent who can help us further our mission.

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.