Senior Technical Support Engineer

Netwitness, part of the PartnerOne portfolio, is a leading threat detection and response platform used by enterprises and government agencies worldwide. With decades of experience in security analytics, Netwitness helps security teams detect, understand, and respond to threats faster and more effectively across hybrid and cloud environments.

Position Summary :   As a  Senior Technical Support Engineer , you will play a critical role in delivering exceptional technical support to our enterprise customers. You will work on the most complex and escalated issues, provide in-depth technical expertise, and drive root cause resolution. This role demands strong product knowledge, advanced troubleshooting skills, and the ability to collaborate across teams to ensure customer success.

Key Responsibilities

• Provide expert-level technical support for Netwitness products via email, phone, and remote sessions.
• Troubleshoot and resolve complex technical issues, including environment-specific problems, configuration errors, and product defects.
• Reproduce customer issues in lab environments and perform root cause analysis.
• Work closely with Engineering, Professional Services, Product Management, and Sales Engineering teams to drive solutions and product improvements.
• Collaborate with global support teams to ensure case progression, accurate documentation, and customer satisfaction throughout the lifecycle of the case.
• Mentor and guide junior team members in troubleshooting techniques and product knowledge.
• Contribute to internal and external knowledge bases with detailed technical solutions and how-to articles.
• Participate in weekend or after-hours on-call support rotations as required in a 24x7x365 support model.

Requirements

Preferred Qualifications