Technical Support Engineer (Remote)

CrowdStrike; United States; Remote; USD 70,000 - 100,000; Full time

Job summary

CrowdStrike, a leader in cybersecurity, is seeking a Technical Support Engineer to join their skilled Customer Support team. The role involves troubleshooting, collaboration, and innovation to ensure customer success. Ideal candidates will possess strong communication, analytical, and technical skills, contributing to a fast-paced and customer-focused environment.

Benefits

Remote-friendly and flexible work culture

Market leader in compensation and equity awards

Comprehensive wellness programs

Competitive vacation and holidays

Paid parental and adoption leaves

Professional development opportunities

Qualifications

• Experience in a Product Technical support role.
• Proven experience in troubleshooting and diagnosing issues.
• Outstanding oral and written communication skills.

Responsibilities

• Troubleshoot and resolve customer issues effectively.
• Collaborate with internal teams to enhance product features.
• Create and share knowledge articles.

Skills

Communication

Customer focus

Analytical thinking

Troubleshooting

Job description

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:
As a Technical Support Engineer, you will be part of a highly skilled talented Customer Support team who work with CrowdStrike customers globally. The role involves working with CrowdStrike internal teams to resolve customer problems including troubleshooting, identification of root cause and issue resolution to help them receive the most benefit from their investment. The ideal candidate will have the energy and drive to discover and learn new technologies. Be fanatical about the customer, relentlessly focused on innovation and have limitless passion to drive their unlimited potential. This is a high energy, fast paced working environment that helps CrowdStrike achieve customer success.

What You’ll Do:

As a Technical Support Engineer, you will be part of a highly skilled Customer Support team who support CrowdStrike customers globally.

Work in a dynamic and exciting technical environment with relentless focus on delighting our customers, partners and teammates.

Demonstrate ownership of customer’s concerns - assess impact, troubleshoot logically, engage relevant stakeholders, identify root cause and resolve them to the satisfaction of our customers.

Communicate effectively with internal and external stakeholders. Collaborate with them to resolve customer escalations quickly.

Work with Product experts/Engineering to fix bugs or enhance product features.

Manage time and work to meet or exceed operational goals.

Learn cutting edge technologies and new product features.

Create/Share Knowledge articles and contribute to mentoring/training efforts.

May be scheduled to work on shifts/holidays as per the business requirement.

What You’ll Need:

Experience in a Product Technical support role supporting Global enterprise customers.

Outstanding oral and written communication skills.

Customer focus. Analytical thinking and Logical troubleshooting aptitude.

Proven experience in troubleshooting and diagnosing issues at the application and operating system level within either Windows, Linux or Mac environments.

Understanding of operating system fundamentals including user and kernel space, memory management, shared libraries, file and network IO, Windows registry, software distribution, etc.

Hands on experience using the tools and techniques to debug problems within either Windows, Linux or Mac environments.

Bonus Points:

ONE of the below specialization domains:

SIEM/SOAR:

Hands on experience working on log management tools that offers self-hosted options & leverages kafka and/or containers.

Strong Skills in container administration & orchestration.

Good understanding of Regex & any query language.

Certifications in SIEM/SOAR platforms would be a plus.

Identity Management:

Hands on experience in Windows Servers/Active Directory, MFA.

Experience with Identity Protection and Zero Trust solutions.

Excellent knowledge of authentication protocols - Kerberos, LDAP, NTLM, SAML.

Good understanding of TCP/IP and troubleshoot network issues using Wireshark/PCAP analysis.

Operational understanding of networking devices such as Routers, Switches and Firewalls would be a plus.

Experience working and troubleshooting in a SaaS cloud environment.

Good understanding of SaaS components and large-scale databases like Cassandra, Kafka, Elasticsearch, Splunk, etc, and the role that they play within a cloud service.

Familiarity with cloud orchestration tools like Docker, Kubernetes, etc.

Certification in any common Cloud platforms would be a plus.

#LI-NR1

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.

If you need assistance accessing or reviewing the information on this website or need help submitting an application for employment or requesting an accommodation, please contact us at [e-mail] for further assistance.

About the company

CrowdStrike Holdings, Inc. is a cybersecurity technology company based in Sunnyvale, California.

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