Technical Support Engineer – LogScale

November 19

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CrowdStrike

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Cybersecurity • SaaS • Artificial Intelligence

CrowdStrike is a cybersecurity company that provides cloud-based security services to stop breaches. It is recognized as a leader in endpoint protection, identity and cloud security, and managed detection and response. CrowdStrike's platform, Falcon, integrates artificial intelligence to offer real-time visibility, detection, and protection against sophisticated cyber threats. The company is lauded for its effectiveness in securing networks and data, making it a trusted partner for businesses worldwide.

5001 - 10000 employees

Founded 2011

🔒 Cybersecurity

☁️ SaaS

🤖 Artificial Intelligence

📋 Description

• Manage queue & tickets in a timely manner, bringing product/domain knowledge for faster resolution • Manage urgent customer issues within work hours, as part of our PagerDuty rotation • Assist teammates with troubleshooting, serving as a mentor to junior team members • Developing new troubleshooting techniques & processes • Contribute to our internal docs and our customer-facing knowledge base • Work cross-functionally to diagnose/debug operations-related problems for existing customers • Escalate to and resolve issues with the Tier 3, Product, and Engineering teams • Assist support leadership in improving the speed and efficacy of our customer operations

🎯 Requirements

• 3+ years of experience providing technical customer support in a B2B SaaS company • A demonstrated track record of providing prompt and compassionate customer care, using your well-rounded technical and analytical skills • Container orchestration (such as Kubernetes and Ansible) • Strong written and verbal communication • A deep love of learning and a passion for solving problems • Skilled at educating while problem solving • Deep empathy for technical and non-technical users • Competence at ticket tracking & handling • Ability to solve problems using your knowledge of all/some of: Linux systems, command-line navigation & shell scripting, programming languages, logging & orchestration tools • A demonstrated ability to work independently • An eye for detail and a hunger to master and/or improve the systems you work with everyday

🏖️ Benefits

• Remote-friendly and flexible work culture • 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