Technical Support Engineer (Remote, ROU)

​​#WeAreCrowdStrike and our mission is to stop breaches. As a global leader in cybersecurity, our team changed the game. Since our inception, our market leading cloud-native platform has offered unparalleled protection against the most sophisticated cyberattacks. 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. Consistently recognized as a top workplace, CrowdStrike is committed to cultivating an inclusive, remote-first culture that offers people the autonomy and flexibility to balance the needs of work and life while taking their career to the next level. 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.

About the Role

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. Consistently recognized as a top workplace, CrowdStrike is committed to cultivating an inclusive, remote-first culture that offers people the autonomy and flexibility to balance the needs of work and life while taking their career to the next level. 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.
   

What You'll Need

• 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.

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)

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Benefits of Working at CrowdStrike:

• Remote-first culture

• Market leader in compensation and equity awards with option to participate in ESPP in eligible countries

• Competitive vacation and flexible working arrangements

• Physical and mental wellness programs 

• Paid parental leave, including adoption 

• A variety of professional development and mentorship opportunities

• Access to CrowdStrike University, LinkedIn Learning and Jhanna

• Offices with stocked kitchens when you need to fuel innovation and collaboration

• Birthday time-off in your local country

• Work with people who are passionate in our mission and Great Place to Work certified across the globe