Technical Support Engineer

Netwrix Corporation; Lahore; Remote; PKR 420,000 - 780,000; Full time

Benefits offered by this job

Competitive Health Benefits

Learning & Development Opportunities

Collaborative, Innovative Environment

Regular Company Town Halls

Job summary

Netwrix Corporation is seeking a Technical Support Engineer in a remote-first role based out of Lahore. You will be the primary contact for technical inquiries, solving issues with empathy and urgency while documenting root causes and contributing to the knowledge base.

You will collaborate with Customer Success and R&D, improve support processes, and help shape the product roadmap through customer feedback. Relevant experience and strong communication are essential.

Qualifications

• Minimum of two years in a support or technical support role.
• Strong technical aptitude and excellent communication skills.
• Willingness to learn and deliver world-class support.
• Empathetic mindset and customer advocacy.
• Ability to prioritize and escalate issues appropriately.
• Excellent troubleshooting and analytical skills.
• Experience working cross-functionally.
• Team and goal-oriented with low ego.

Responsibilities

• Provide responsive, timely, exceptional support to customers via the Support Portal and phone.
• Troubleshoot, replicate, and document work in the ticketing system; keep customers updated.
• Document potential product defects and reproduce in-house for escalation to Engineering.
• Collaborate with Customer Success Managers and R&D for post-deployment experience.
• Identify and author knowledge base articles for features, FAQs, and how-tos.
• Leverage customer interactions to improve product roadmap and experience.
• Suggest improvements to SOPs for triaging product feedback and enhancements.

Skills

Technical Aptitude

Communication Skills

Empathy

Issue Prioritization

Troubleshooting

Cross-functional Collaboration

Team Orientation

Tools

Active Directory

Windows Server/Desktop

VMware/Hyper-V

SQL

Job description

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.

As a Technical Support Engineer, your main responsibility is to provide customer support and ensure customer satisfaction. You will be the primary contact for all technical support inquiries and issues from Netwrix customers. You are expected to have a strong understanding of our products and the ability to empathize with customers to effectively resolve their problems. We are seeking a team player who is customer-focused, creative, and demonstrates a sense of urgency and ownership.

Please note the working timezone is EDT (Eastern Daylight Time).

What You Will Be Doing

• 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 what we know about the issue, the next steps, and when they will happen.
• Thoroughly document potential product defects and reproduce in-house for further escalation to Engineering.
• We sometimes 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 to support process improvements and triaging product feedback and enhancements.

Key Skills

• A minimum of two years support and/or technical support role.
• Strong technical aptitude and exceptional communication skills (written and verbal).
• Hungry to learn and passionate about providing world-class support in every customer interaction.
• An empathetic mindset with the drive to advocate for our customers.
• Ability to appropriately prioritize and elevate customer issues.
• Excellent troubleshooting and deep analytical skills.
• Experience and desire to work cross-functionally.
• Team and goal-oriented. High output; low ego.

Technologies Required

• Required
  • Active Directory
  • Windows Server/Desktop Systems (Windows Server 2016 and Windows 10 and Up)
• Preferred
  • Microsoft SQL
  • File Systems
  • Entra ID
  • Microsoft Exchange/Exchange Online
  • SharePoint/SharePoint Online
  • Virtualization Software (VMWare / Hyper-V)
  • LDAP-Based Directories
  • Networking Protocols
  • Cloud-Based Applications

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.