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

• Serves as customer liaison with internal CrowdStrike stakeholders to ensure needed customer feedback is adequately documented and assessed by internal parties. • Resolves customer problems via telephone, email, chat or remote access. • Research customers’ technical issues in a timely manner and follow up with recommendations and action plans. • Escalates cases to management when customer satisfaction comes into question. • Participates in functional groups to identify and drive resolution for escalated cases. • Contribute and utilize internal technical expertise, including development engineers, knowledge base, and other internal tools to provide the most effective solutions to customer issues. • Create knowledge base content and systems to capture new learning for reuse throughout the company and user base. • Lead technical communications within the team to share best practices and knowledge. • 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 end-to-end ownership of customer issues, including initial troubleshooting, identification of root cause and issue resolution. • Exceeds customer expectations on response quality, timeliness of responses and overall customer experience. • Serve as an internal point of contact on customer escalations and ensure customer issues are resolved as expediently as possible. • Collect information and document bugs with Engineering for product issues that are impacting customers. • Pushes creative thinking beyond the boundaries of existing industry standard practices to come up with process improvements to delight customers. • Subject Matter Expert on one key product feature.

Requirements

• Bachelor’s Degree or equivalent • Technical expertise on Windows, Mac, or Linux platforms • 2+ years of customer support, technical support, system administration or related customer facing role. • Demonstrable skills in supporting and deploying cloud technologies (AWS, Azure, GCP) and associated certifications. • Expertise in managing and troubleshooting Kubernetes & Containers • Expertise in the Windows environment, including Windows Service and Workstation, 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 a 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. • Bonus Points • Experience with Linux • Experience with supporting and troubleshooting API • Experience supporting Kernel level security solutions • Experience supporting hybrid environments • Experience supporting security applications such as AV, VPN, Firewall, proxy. • Experience with Splunk • Certification in relevant technologies or platforms (AWS Certified Developer, Google Cloud Certified - Professional Cloud Developer)

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