[Hiring] Technical Support Engineer @CrowdStrike

Role Description

As a Technical Support Engineer, you will be part of a highly skilled Customer Support team working with CrowdStrike customers globally across multiple security product offerings. This role is based in Australia and requires professional proficiency in both English and Korean to support our growing Korean-speaking customer base across the Asia-Pacific region.

The role involves working with CrowdStrike internal teams to resolve customer problems including troubleshooting, identification of root cause and issue resolution — helping customers receive the most benefit from their investment in the CrowdStrike Falcon® platform.

The ideal candidate brings energy and drive to discover and learn new technologies, is fanatical about the customer, relentlessly focused on innovation and has limitless passion to drive their unlimited potential. This is a high-energy, fast-paced environment that helps CrowdStrike achieve customer success.

What You'll Do

• Be part of a highly skilled Customer Support team, supporting CrowdStrike customers 24x7 globally, with dedicated focus on Korean-speaking customers across the Asia-Pacific region.
• Work in a dynamic and exciting technical environment with a relentless focus on delighting customers, partners and teammates.
• Demonstrate ownership of customer concerns — assess impact, troubleshoot logically, engage relevant stakeholders, identify root cause and resolve issues to the satisfaction of our customers.
• Communicate effectively with internal and external stakeholders and collaborate to resolve customer escalations quickly.
• Partner with product experts and engineering teams to fix bugs or enhance product features.
• Manage time and workload to meet or exceed operational goals.
• Learn cutting-edge technologies and new product features as they are released.
• Create and share knowledge articles and contribute to mentoring and training efforts.
• Work scheduled shifts and holidays as required by business needs.

Qualifications

• 3–8 years of experience in a product technical support role supporting global enterprise customers.
• Professional proficiency in Korean and English — written and verbal — required to effectively support CrowdStrike's Korean-speaking enterprise customers across the JAPAC region.
• Outstanding oral and written communication skills.
• Strong customer focus with analytical thinking and logical troubleshooting aptitude.
• Proven experience troubleshooting and diagnosing issues at the application and operating system level within Windows, Linux or Mac environments.
• Understanding of operating system fundamentals including user and kernel space, memory management, shared libraries, file and network I/O, Windows registry, software distribution and related concepts.
• Hands-on experience using tools and techniques to debug problems within Windows, Linux or Mac environments.
• Proven experience utilizing AI technologies to enhance decision-making, streamline workflows and processes, improve efficiency and drive business outcomes.

Requirements

• Plus expertise in one or more of the following specialization domains:
• SIEM/SOAR:
• Hands-on experience working with log management tools that offer self-hosted options and leverage Kafka and/or containers.
• Strong skills in container administration and orchestration.
• Solid understanding of regex and at least one query language.
• Certifications in security information and event management (SIEM) or security orchestration, automation and response (SOAR) platforms are a plus.
• Identity Management:
• Hands-on experience with Windows Servers and Active Directory, and multifactor authentication (MFA).
• Experience with identity protection and Zero Trust solutions.
• Excellent knowledge of authentication protocols including Kerberos, Lightweight Directory Access Protocol (LDAP), NTLM and SAML.
• Solid understanding of TCP/IP and the ability to troubleshoot network issues using Wireshark and PCAP analysis.
• Operational understanding of networking devices such as routers, switches and firewalls is a plus.
• Cloud Technologies:
• Experience working and troubleshooting in a software as a service (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, as well as navigating backend cloud architecture.
• Solid understanding of SaaS components and large-scale databases such as Cassandra, Kafka, Elasticsearch and Splunk, and the role they play within a cloud service.
• Familiarity with cloud orchestration tools such as Docker and Kubernetes.
• Certification in any common cloud platform is a plus.

Bonus Points

• Prior experience supporting Korean-speaking enterprise customers in a technical capacity.
• Experience working in or with the Asia-Pacific cybersecurity market.
• Familiarity with the CrowdStrike Falcon® platform or other endpoint detection and response (EDR) solutions.
• Additional language skills relevant to the Asia-Pacific region.

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.