Senior Technical Support Engineer [French National]

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 Overviev Technical Support Engineers at Netwrix provide exceptional support experiences to Netwrix customers every day. They work collaboratively with customers to find solutions to technical problems, answers to questions, and the right cross-functional teams to pull in (Engineering, Product Management, Customer Success, etc.) at the right times. And they do all of this in a fast-paced environment where we work together to make every customer interaction as fast and as friendly as possible. This is a hybrid role with 3 days a week onsite in our Kraków office. Responsibilities Technical Troubleshooting & Issue Resolution: Diagnose and resolve security software issues by analyzing logs, traces, and error reports to identify root causes and escalate critical issues to Engineering and R&D while maintaining ownership of customer communication. Root Cause Analysis (RCA): Perform in-depth analysis to identify the root cause of recurring issues, offering solutions that prevent future occurrences. Customer Communication: Act as a trusted advisor, providing timely updates via phone or portal that include what we know and the next steps, technical guidance, and proactive recommendations to customers. Document and track all progress and communication through the ticketing system. Collaboration: Work closely with cross-functional teams, including Engineering, Product, and DevOps, to escalate and resolve highly technical and complex issues. Knowledge Management: Identify and author knowledge base articles for product issues, FAQs, and ‘how-to’. Document troubleshooting steps, resolutions, and best practices to contribute to both internal and external knowledge bases. Proactive Support: Monitor and analyze incoming customer tickets and team ticket backlogs to watch for trends, identify defects/risks and provide proactive recommendations to mitigate issues. Process Improvement: Continuously seek opportunities to improve processes, tools, and customer experiences through feedback and analysis. On-Call Support: Participate in a rotational on-call schedule to ensure critical customer issues are addressed outside of normal business hours. Qualifications Citizenship and Residence French national residing in Poland. Prior Experience: 1 to 3 years of experience in technical support or another service-oriented customer-facing role supporting on-prem and SaaS environments. Bachelor’s degree in Computer Science, Information Technology, Engineering, or a related field (or equivalent experience). Customer Service Excellence: Excellent verbal and written communicator, with the ability to explain complex technical issues to both technical and non-technical users. Relentless dedication to making customers happy, and experience in managing relationships with high-value enterprise customers. Endless curiosity and tenacity, with excellent troubleshooting and analytical skills for diagnosing and resolving technical issues. Responsibility to work autonomously and handle multiple priorities in a fast-paced environment, managing time and tasks effectively. Technical Expertise: Strong understand ... (truncated, view full listing at source)