[Hiring] Technical Support Engineer - Cloud @CrowdStrike

Role Description

As a global leader in cybersecurity, CrowdStrike protects the people, processes and technologies that drive modern organizations. Our mission is to stop breaches, and we’ve redefined modern security with the world’s most advanced AI-native platform.

We’re looking for people with limitless passion, a relentless focus on innovation and a fanatical commitment to the customer to join us in shaping the future of cybersecurity.

Interested in working for a company that sets the standard and leads with integrity? Join us on a mission that matters - one team, one fight.

What You'll Do

• 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.

Qualifications

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

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

• 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