Technical Support Engineer - Weekend Coverage

October 29

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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

• About the Role: CrowdStrike is seeking a Technical Support Engineer to join our support team. • As a true problem solver, the Technical Support Engineer will take personal ownership in seeing a problem through to resolution or escalation. • You will understand the Falcon Host product and processes at all levels, as well as customer environments across heterogeneous operating environments. • The ideal Technical Support Engineering candidate is passionate about technology and customers, and will be comfortable speaking with security teams as well as customer operation teams. • Technical Support Engineer candidates must have technical depth and a customer-first mentality, the desire to take the initiative to own and resolve customer issues, and interest in working in a fast paced, high growth, learning environment. • What You'll Do: 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. • Weekend coverage requirements: Work schedule will be Friday through Monday, encompassing 10 hours of on shift schedule each day.

Requirements

• Required: 2+ years of customer support, technical support, system administration or related customer facing role. • Knowledgeable 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. • Professional fluency with the English Language. • Preferred: Experience supporting hybrid environments. • Experience supporting security applications such as AV, VPN, Firewall, proxy. • Linux troubleshooting experience a plus. • Experience with troubleshooting Windows and Mac

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