Technical Support Engineer- Fixed Term (Remote, ROU)

About the Role
As a Technical Support Engineer, you will be part of a highly skilled talented Customer Support team who work with CrowdStrike customers globally. The role involves working with CrowdStrike internal teams to resolve customer problems including troubleshooting, identification of root cause and issue resolution to help them receive the most benefit from their investment. The ideal candidate will have the energy and drive to discover and learn new technologies. Be fanatical about the customer, relentlessly focused on innovation and have limitless passion to drive their unlimited potential. This is a high energy, fast paced working environment that helps CrowdStrike achieve customer success.

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.

What You'll Need:

• Bachelor’s Degree or equivalent

• Technical expertise on Windows and Linux platforms

• 2+ years of customer support, technical support, system administration or related customer facing role.

• Demonstrable skills in supporting and deploying API technologies (REST), 3rd Party Integrations and connectors.

• Expertise in managing and troubleshooting SIEM solutions.

• 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 the CrowdStrike Falcon Platform - In particular NG-SIEM

• Experience with Swagger, Postman, IBMQradar, Sentinel

• Experience with EDR Event Logs

• Experience with Splunk

• Experience with experience with query languages and Regex

• Experience supporting Kernel level security solutions

• Experience supporting hybrid environments

• Experience supporting security applications such as AV, VPN, Firewall, proxy.

Benefits of Working at CrowdStrike:

• 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

CrowdStrike is proud to be an equal opportunity employer. We are committed to fostering a culture of belonging where everyone is valued for who they are and empowered to succeed. We support veterans and individuals with disabilities through our affirmative action program.

CrowdStrike is committed to providing equal employment opportunity for all employees and applicants for employment. The Company does not discriminate in employment opportunities or practices on the basis of race, color, creed, ethnicity, religion, sex (including pregnancy or pregnancy-related medical conditions), sexual orientation, gender identity, marital or family status, veteran status, age, national origin, ancestry, physical disability (including HIV and AIDS), mental disability, medical condition, genetic information, membership or activity in a local human rights commission, status with regard to public assistance, or any other characteristic protected by law. We base all employment decisions--including recruitment, selection, training, compensation, benefits, discipline, promotions, transfers, lay-offs, return from lay-off, terminations and social/recreational programs--on valid job requirements.

If you need assistance accessing or reviewing the information on this website or need help submitting an application for employment or requesting an accommodation, please contact us at recruiting@crowdstrike.com for further assistance.