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

• Serve as customer liaison with internal CrowdStrike stakeholders and document customer feedback • Resolve customer problems via telephone, email, chat, or remote access • Research technical issues and provide recommendations and action plans • Escalate cases to management when customer satisfaction is at risk • Participate in functional groups to resolve escalated cases • Use internal technical expertise, development engineers, knowledge bases, and tools to solve customer issues • Create knowledge base content and systems to capture reusable learning • Lead technical communications within the team and share best practices • Guide customers through integrating, deploying, and maintaining the CrowdStrike service • Own customer issues end-to-end, from troubleshooting and root-cause identification through resolution • Meet expectations for response quality, timeliness, and customer experience • Serve as an internal point of contact for customer escalations • Document product bugs with Engineering • Drive process improvements and serve as subject matter expert on one key product feature

🎯 Requirements

• 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 experience • Demonstrable skills supporting and deploying cloud technologies, including AWS, Azure, or GCP • Associated cloud certifications • Expertise managing and troubleshooting Kubernetes and containers • Expertise in Windows environments, including Windows Service and Workstation • Experience troubleshooting and diagnosing low-level operating-system and network issues • Ability to learn new technologies quickly • Excellent relationship management, customer service, and communication skills across written, live chat, conference call, and in-person formats • Ability to work independently with little direct supervision and as part of a team • Outstanding analytical and organizational abilities • Ability to remain calm, composed, and articulate in difficult customer situations • Proven experience using AI technologies to enhance decision-making, streamline workflows and processes, improve efficiency, and drive business outcomes • Bonus: Linux experience • Bonus: API support and troubleshooting experience • Bonus: experience supporting kernel-level security solutions • Bonus: experience supporting hybrid environments • Bonus: experience supporting security applications such as AV, VPN, firewall, or proxy • Bonus: Splunk experience • Relevant technology or platform certifications, such as AWS Certified Developer or 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