Technical Support Engineer

11 hours ago

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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

• 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.

🎯 Requirements

• 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 organisational 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

• 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 • Great Place to Work Certified™ across the globe