技术支持工程师
Technical Support Engineer
关于我们
在Netwrix，我们的使命是通过将身份置于核心来革新数据安全，提供无与伦比的可见性和控制力。由900多名才华横溢、积极进取的员工和遍布全球的数百家值得信赖的合作伙伴所设计和维护，Netwrix的解决方案每天被全球100多个国家超过13,500家组织的安全专业人员所依赖。
在过去二十年中，Netwrix通过创新、有机增长和战略收购扩大了市场影响力，并自豪地获得知名私募股权公司TA Associates和Centerbridge Partners的支持。Netwrix在全球设有分支机构，采用以远程办公为主的工作环境，同时鼓励并促进与同事、客户和合作伙伴的频繁面对面互动。
职位概述
技术支持工程师通过诊断、排查和解决复杂的软件、系统和基础设施问题，为客户提供专业的技术支持，以及为内部团队和利益相关者提供帮助。技术支持工程师在其领域内担任专家角色，确保产品可靠性、系统性能和客户满意度。他们与工程、产品和运营团队合作，推动持续改进，开发自动化工具，并提升故障排除方法。
主要职责
- 为客户提供技术排查和问题解决服务。
- 分析系统日志、配置和基础设施组件以诊断技术问题。
- 对复杂问题和产品缺陷进行升级，并与内部工程团队协作处理。
- 记录排查流程、解决方案和最佳实践，以提高知识共享。
- 开发和优化诊断工具、脚本和自动化流程，以提高效率。
- 协助系统性能优化、安全最佳实践和事件响应。
- 参与流程改进和技术支持策略，以提升服务质量。
- 在支持团队内部提供指导、技术培训和建议。
任职要求
- 至少两年技术支持或相关技术岗位经验
- 强大的技术能力及出色的沟通技巧（书面和口头）
- 渴望学习并在每次客户互动中提供世界级的支持
- 具有同理心，具备解决问题的动力
查看英文原文
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 Overview
Technical Support Engineer provides specialized technical assistance to customers, internal teams, and stakeholders by diagnosing, troubleshooting, and resolving complex software, system, and infrastructure issues. Technical Support Engineers serve as subject matter experts in their domains, ensuring product reliability, system performance, and customer satisfaction. They collaborate with engineering, product, and operations teams to drive continuous improvements, develop automation tools, and enhance troubleshooting methodologies.
Key Responsibilities
- Provide technical troubleshooting and problem resolution for customer-reported issues.
- Analyze system logs, configurations, and infrastructure components to diagnose technical problems.
- Escalate and collaborate with internal engineering teams on complex issues and product defects.
- Document troubleshooting workflows, solutions, and best practices to enhance knowledge sharing.
- Develop and optimize diagnostic tools, scripts, and automation to improve efficiency.
- Assist in system performance optimization, security best practices, and incident resolution.
- Contribute to process improvements and technical support strategies for enhanced service quality.
- Provide mentorship, technical training, and guidance within the support organization.
Qualifications
- 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
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.
Originally posted on Himalayas