Technical Support Engineer

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

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 **escalate** 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
• 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

• 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.