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Senior Technical Support Engineer

Posted 2024-10-23

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💎 Seniority level: Senior, Minimum five years

📍 Location: United States

🔍 Industry: Data security

🏢 Company: Sparc The World

⏳ Experience: Minimum five years

🪄 Skills: SQLBashCybersecurityAzureCommunication SkillsLinux

Requirements:
  • 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.
Responsibilities:
  • Deliver responsive and exceptional support for Netwrix Enterprise Auditor to customers via Support Portal and phone.
  • Evaluate, troubleshoot, replicate, and document customer issues while keeping customers informed.
  • Document product defects and collaborate with Engineering to resolve issues.
  • Work with Customer Success Managers and R&D to improve post-deployment customer experiences.
  • Create knowledge base articles and guides for customer self-service support.
  • Provide insights from customer interactions for product roadmap improvements.
  • Recommend enhancements to support processes for efficient issue management.
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