Senior Technical Support Engineer - Sparc The World

About Our Client:

Our client is a highly successful and rapidly growing technology company focused on data security, with a team of dedicated professionals committed to safeguarding business-critical data and personal information from cyber threats. With over 15 years of expertise, our client continues to expand its market presence through innovation and strategic acquisitions. Backed by a leading private equity firm, our client operates globally with headquarters in Frisco, Texas, and remote teams across multiple regions.

Due to the shift towards remote work prompted by the pandemic, our client's workforce has transitioned to home offices, maintaining a fully remote setup ever since.

Senior Technical Support Engineer

As a Senior Technical Support Engineer, you will play a crucial role in ensuring customer satisfaction and resolving technical issues for our client's products. You will serve as the primary point of contact for customer inquiries and concerns, leveraging your deep product knowledge and empathy to provide timely and effective solutions. We are seeking a proactive team player who is customer-centric, creative, and demonstrates a strong sense of ownership and urgency.

Responsibilities:

• Deliver responsive and exceptional support for our client's flagship product, Netwrix Enterprise Auditor, to both new and existing customers via the Support Portal and phone channels.
• Evaluate, troubleshoot, replicate, and thoroughly document customer issues in the ticketing system, keeping customers informed about the status and next steps.
• Document potential product defects and collaborate with Engineering to reproduce and escalate issues for resolution.
• Collaborate cross-functionally with Customer Success Managers and R&D to enhance the post-deployment customer experience.
• Author knowledge base articles, FAQs, and how-to guides to empower customers and improve self-service support.
• Leverage customer interactions to provide insights for product roadmap enhancements and improvements.
• Recommend and implement improvements to support processes and procedures for efficient issue triaging and customer feedback management.

Key Skills:

• Minimum five years of experience in technical support or related roles.
• Strong knowledge of cybersecurity domain and products.
• Excellent technical aptitude with exceptional written and verbal communication skills.
• Passionate about delivering world-class support and advocating for customers.
• Ability to prioritize and escalate customer issues effectively.
• Proficient in troubleshooting and analytical problem-solving.
• Experience working cross-functionally in a collaborative team environment.
• Familiarity with CIFS/SMB, NFS v3, NetApp Filers, SQL Scripting, SQL Schema, networking troubleshooting, FSAA permission requirements, PowerShell Scripting, Active Directory, SQL Server, Linux, bash scripting, Azure, and Local Security Policy.
• Experience with Stealthbits is a plus.

Join our client's dynamic team and contribute to their mission of ensuring data security and customer satisfaction in an ever-evolving digital landscape.