Technical Support Engineer - Identity Protection

November 25

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CrowdStrike

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Next-Generation Endpoint Protection • Endpoint Detection and Response • Next Generation Anti-Virus • Managed Threat Hunting • Incident Response

5001 - 10000

Description

• Provide well-thought out and reliable direction, both in technical and non-technical terms, to help customers integrate, deploy and maintain the CrowdStrike service. • Take ownership of customer issues, including initial troubleshooting, identification of root cause and issue resolution or escalation. • Identify and escalate priority issues that need immediate attention. • Meet or exceed customer expectations on response quality, timeliness of responses and overall customer experience. • Serve as internal and external point of contact on customer escalations and ensure customer issues are resolved as expediently as possible. • Collect information and document bugs with Sr. TSE and/or Engineering for product issues that are impacting customers. • Create process or troubleshooting documentation in the support knowledge base. • Push creative thinking beyond the boundaries of existing industry standard practices to come up with process improvements and new ways to delight customers.

Requirements

• 2+ years of customer support, technical support, system administration or related customer facing role. • Experience with Identity Protection and Zero Trust solutions. • Excellent knowledge of authentication protocols; Kerberos, LDAP, NTLM. • Knowledgeable in the Windows environment, including Windows Services and Active Directory, troubleshooting and diagnosing low-level operating systems and network issues. • Passion for solving customer issues and advocating for their success, in a fast paced, highly technical environment. • Ability to learn new technologies quickly. • Excellent relationship management, customer service and communication skills in variety of forms (written, live chat, conference calls, in-person.) • Ability to work independently with little direct supervision and as a part of a team. • Outstanding analytical and organizational abilities. • Ability to remain calm, composed and articulate when dealing with tough customer situations.

Benefits

• Remote-first culture • Market leader in compensation and equity awards • Competitive vacation and flexible working arrangements • Comprehensive and inclusive health benefits • Physical and mental wellness programs • Paid parental leave, including adoption • A variety of professional development and mentorship opportunities • Offices with stocked kitchens when you need to fuel innovation and collaboration