Technical Support Engineer – Cloud

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CrowdStrike

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

Founded 2011

🔒 Cybersecurity

☁️ SaaS

🤖 Artificial Intelligence

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.

📋 Description

• Take ownership of customer issues, including: initial troubleshooting, identification of root cause, issue resolution or escalation, and identifying and escalating priority issues that need immediate attention. • Must meet or exceed customer expectations on response quality, timeliness of responses and overall customer experience. • Serve as an internal and external point of contact on customer escalations and ensure customer issues are being resolved as expediently as possible. • Collect information and document bugs with Sr. TSE and/or Engineering for product issues that are impacting customers. • Create the process or troubleshooting documentation in the Support knowledge base. • Push creative thinking beyond the boundaries of existing industry standard practices to come up with process improvements and new ways to delight customers.

🎯 Requirements

• 3+ years of customer support, technical support, system administration or related customer facing role. • Knowledgeable 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. • Experience with Docker/Kubernetes troubleshooting • Experience with Splunk, Terraform/Ansible, Helm, AWS, GCP, Azure • Experience with troubleshooting Windows and Unix (Linux and/or Mac) • Fluency with REST API • Professional fluency with the English language • Proven experience utilizing AI technologies to enhance decision-making, streamline workflows and processes, improve efficiency and drive business outcomes.

🏖️ 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