Remote Technical Support Engineer - Customer Champion

Netwri; Lahore; Remote; PKR 900,000 - 1,500,000; Full time

Benefits offered by this job

Learning & development

Team-oriented culture

Town hall updates

Career growth opportunities

Job summary

Netwrix is seeking a Technical Support Engineer to deliver responsive support to customers worldwide. You will be the primary contact for technical inquiries, diagnose issues, and coordinate with Engineering to reproduce and resolve defects.

The role emphasizes customer focus, ownership, and learning in a fast-paced, remote-first environment. Expect strong collaboration with Customer Success and R&D, thorough documentation, and contribution to knowledge base articles while maintaining high

Qualifications

• Minimum two years in a support or technical support role.
• Strong technical aptitude and exceptional communication skills.
• Hungry to learn and passionate about providing world-class support.
• Empathetic mindset with the drive to advocate for our customers.
• Ability to appropriately prioritize and escalate issues.
• Excellent troubleshooting and analytical skills.
• Experience and desire to work cross-functionally.
• Team and goal-oriented. High output; low ego.

Responsibilities

• Provide responsive, timely, and exceptional support to new and existing customers via the Support Portal and phone.
• Evaluate, troubleshoot, replicate, and document all work in the ticketing system.
• Keep customers up to date on issue status, next steps, and timelines.
• Collaborate with Customer Success Managers and R&D for post-deployment customer experience.
• Identify and author knowledge base articles for product features, FAQs, and how-to.
• Leverage customer interactions to help improve product roadmap and customer experience.
• Suggest improvements to Standard Operating Procedures to support process improvements and triaging product feedback and enhancements.

Skills

Two years in support/technical support

Strong communication skills

Empathetic customer advocate

Problem solving & troubleshooting

Cross-functional collaboration

Prioritization & escalation

Quick learner

Team oriented

Tools

Active Directory

Windows Server/Windows Desktop

Microsoft SQL

File Systems

Exchange/Exchange Online

SharePoint/SharePoint Online

VMware/Hyper-V

LDAP-based directories

Networking protocols

Cloud-based applications

Job description

Netwrix is seeking a Technical Support Engineer to deliver responsive support to customers worldwide. You will be the primary contact for technical inquiries, diagnose issues, and coordinate with Engineering to reproduce and resolve defects.

The role emphasizes customer focus, ownership, and learning in a fast-paced, remote-first environment. Expect strong collaboration with Customer Success and R&D, thorough documentation, and contribution to knowledge base articles while maintaining high