Technical Support Engineer - LogScale (Remote, MEX)

CrowdStrike; Pachuca; A distancia; MXN 500,000 - 700,000; Jornada completa

Descripción de la vacante

A leading cybersecurity company is seeking a Technical Support Engineer in Pachuca, Mexico. This role involves managing customer support tickets, troubleshooting issues, and assisting teammates. The ideal candidate will have over 3 years of experience in technical customer support, knowledge of container orchestration, and strong communication skills. The company offers a remote-friendly culture and competitive compensation.

Servicios

Remote-friendly and flexible work culture

Market leader in compensation and equity awards

Comprehensive wellness programs

Formación

• 3+ years of experience providing technical customer support in a B2B SaaS company.
• Strong written and verbal communication skills.
• Ability to solve problems using knowledge of Linux systems and programming languages.

Responsabilidades

• Manage queue & tickets in a timely manner, providing product knowledge for faster resolution.
• Assist teammates with troubleshooting, serving as a mentor to junior team members.
• Work cross-functionally to diagnose/debug operations-related problems.

Conocimientos

Technical customer support

Container orchestration

Communication skills

Problem-solving

Linux systems

Herramientas

Kubernetes

Ansible

Docker

Descripción del empleo

As a global leader in cybersecurity, CrowdStrike protects the people, processes and technologies that drive modern organizations. Since 2011, our mission hasn’t changed — we’re here to stop breaches, and we’ve redefined modern security with the world’s most advanced AI-native platform. Our customers span all industries, and they count on CrowdStrike to keep their businesses running, their communities safe and their lives moving forward. We’re also a mission-driven company. We cultivate a culture that gives every CrowdStriker both the flexibility and autonomy to own their careers. We’re always looking to add talented CrowdStrikers to the team who have limitless passion, a relentless focus on innovation and a fanatical commitment to our customers, our community and each other. Ready to join a mission that matters? The future of cybersecurity starts with you.

About the Role

Falcon LogScale (formerly Humio) is changing the way people think about advanced log management and streaming observability to empower DevOps, ITOps, Security and more. We’ve built a curious, driven, passionate team of people that together define how we’ll achieve our vision. Now we are ready for you: an inspired and attentive Technical Support Engineer with experience providing technical customer support.

*This will be expected to work the Americas West shift, core hours Pacific Time Zone

What You’ll Do

• 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.

What You’ll Need

• 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.

Bonus Points

• Regex familiarity

• Distributed data stores (such as Kafka)

• Data shipping services

• Cloud administration

• Directory servers

• Authentication providers

• Virtualization (such as Docker)

Benefits of Working at CrowdStrike

• 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

CrowdStrike is proud to be an equal opportunity employer. We are committed to fostering a culture of belonging where everyone is valued for who they are and empowered to succeed. We support veterans and individuals with disabilities through our affirmative action program.

CrowdStrike is committed to providing equal employment opportunity for all employees and applicants for employment. The Company does not discriminate in employment opportunities or practices on the basis of race, color, creed, ethnicity, religion, sex (including pregnancy or pregnancy-related medical conditions), sexual orientation, gender identity, marital or family status, veteran status, age, national origin, ancestry, physical disability (including HIV and AIDS), mental disability, medical condition, genetic information, membership or activity in a local human rights commission, status with regard to public assistance, or any other characteristic protected by law. We base all employment decisions--including recruitment, selection, training, compensation, benefits, discipline, promotions, transfers, lay-offs, return from lay-off, terminations and social/recreational programs--on valid job requirements.

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