Technical Support Engineer

Yesterday

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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

• As a Technical Support Engineer, you will be part of a highly skilled Customer Support team who support CrowdStrike customers 24x7 globally. • Work in a dynamic and exciting technical environment with relentless focus on delighting our customers, partners and teammates. • Demonstrate ownership of customer’s concerns - assess impact, troubleshoot logically, engage relevant stakeholders, identify root cause and resolve them to the satisfaction of our customers. • Communicate effectively with internal and external stakeholders. • Collaborate with them to resolve customer escalations quickly. • Work with Product experts/Engineering to fix bugs or enhance product features. • Manage time and work to meet or exceed operational goals. • Learn cutting edge technologies and new product features. • Create/Share Knowledge articles and contribute to mentoring/training efforts. • May be scheduled to work on shifts/holidays as per the business requirement.

Requirements

• 3-8 years’ experience in Product Technical support role supporting Global enterprise customers • Outstanding oral and written communication skills. • Customer focus. • Analytical thinking and Logical troubleshooting aptitude. • Proven experience in troubleshooting and diagnosing issues at the application and operating system level within either Windows, Linux or Mac environments. • Understanding of operating system fundamentals including user and kernel space, memory management, shared libraries, file and network IO, Windows registry, software distribution, etc • Hands on experience using the tools and techniques to debug problems within either Windows, Linux or Mac environments AND any of the below specialization domains: 1) SIEM/SOAR: Hands on experience working on log management tool that offers self-hosted options & leverages kafka and/or containers Strong Skills in container administration & orchestration Good understanding of Regex & any query language. Certifications in SIEM/SOAR platforms would be a plus 2) Identity Management: Hands on experience in Windows Servers/Active Directory, MFA. Experience with Identity Protection and Zero Trust solutions Excellent knowledge of authentication protocols - Kerberos, LDAP, NTLM, SAML Good understanding of TCP/IP and troubleshoot network issues using Wireshark/PCAP analysis. Operational understanding of networking devices such as Routers, Switches and Firewalls would be a plus. 3) Cloud Technologies: Experience working and troubleshooting in a SaaS cloud environment. Proven experience debugging and troubleshooting customer facing API/REST interfaces at both the JSON/HTTPS browser/client side and server-side web service termination, but also navigating within the backend cloud architecture which is responsible for fielding the request. Good understanding of SaaS components and large-scale databases like Cassandra, Kafka, Elasticsearch, Splunk, etc, and the role that they play within a cloud service. Familiarity with cloud orchestration tools like Docker, Kubernetes, etc Certification in any common Cloud platforms would be a plus.

Benefits

• Remote-first culture • Market leader in compensation and equity awards with option to participate in ESPP in eligible countries • Competitive vacation and flexible working arrangements • Physical and mental wellness programs • Paid parental leave, including adoption • A variety of professional development and mentorship opportunities • Access to CrowdStrike University, LinkedIn Learning and Jhanna • Offices with stocked kitchens when you need to fuel innovation and collaboration • Birthday time-off in your local country • Work with people who are passionate in our mission and Great Place to Work certified across the globe