[Hiring] Technical Support @CrowdStrike

Role Description

The Ideal Technical Support Engineer candidate is passionate about technology and customers. A true problem solver, the Technical Support Engineer will provide well-thought out and reliable direction, both in technical and non-technical terms, to help customers integrate, deploy and maintain the CrowdStrike service.

What You'll Do:

• 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 being resolved as expediently as possible.
• Collect information and document bugs with Sr. TSE and/or Engineering for product issues that are impacting customers.
• Create the process or troubleshooting documentation in support of the 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.

Qualifications

• 3+ 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.
• Proven experience utilizing AI technologies to enhance decision-making, streamline workflows and processes, improve efficiency and drive business outcomes.

Requirements

• Experience supporting Kernel level security solutions.
• Experience supporting hybrid environments.
• Experience supporting security applications such as AV, VPN, Firewall, proxy.
• Linux troubleshooting experience a plus.
• Experience with Splunk.
• Experience with troubleshooting Windows and Mac.

Benefits

• Market leader in compensation and equity awards.
• Comprehensive physical and mental wellness programs.
• Competitive vacation and holidays for recharge.
• Paid parental and adoption leaves.
• Professional development opportunities for all employees regardless of level or role.
• Employee Networks, geographic neighborhood groups, and volunteer opportunities to build connections.
• Vibrant office culture with world class amenities.
• Great Place to Work Certified™ across the globe.