Technical Support Engineer (Remote, BRA)

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

Job summary

CrowdStrike is seeking a passionate Technical Support Engineer who will take ownership of customer issues, providing reliable technical assistance while advocating for customer success. The role involves troubleshooting, documenting bugs, and creating knowledge base resources in a dynamic cybersecurity environment.

Benefits

Remote-friendly work culture

Comprehensive wellness programs

Competitive vacation and holidays

Paid parental and adoption leaves

Professional development opportunities

Qualifications

• 3+ years in customer or technical support roles.
• Knowledgeable in Windows environment and network issues.
• Ability to learn new technologies quickly.

Responsibilities

• Troubleshoot customer issues and resolve them effectively.
• Document bugs with engineering for product-related issues.
• Create troubleshooting documentation for knowledge base.

Skills

Customer support

Technical support

Problem solving

Communication skills

Analytical abilities

Education

Bachelor's degree or equivalent experience

Tools

Windows

Splunk

Job description

Technical Support Engineer (Remote, BRA)

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:
The Ideal Technical Support Engineer candidate is passionate about technology and customers. A true problem solver, the Technical Support Engineer will provide well-thought out and reliable direction, both in technical and non-technical terms, to help customers integrate, deploy and maintain the CrowdStrike service.

What You'll Do:

You will take ownership of customer issues, including; initial troubleshooting, identification of root cause and issue resolution or escalation, identify and escalate priority issues that need immediate attention

Meet or exceed customer expectations on response quality, timeliness of responses and overall customer experience

Serve as internal and external point of contact on customer escalations and ensure customer issues are being resolved as expediently as possible

You will 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 of knowledge base.

We believe in pushing creative thinking beyond the boundaries of existing industry standard practices to come up with process improvements and new ways to delight customers

What You'll Need:

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

Bonus Points:

Experience supporting Kernel level security solutions

Experience supporting hybrid environments

Experience supporting security applications such as AV, VPN, Firewall, proxy

Experience with Splunk

Experience with troubleshooting Windows and Mac

#LI-RL1

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 Resource Groups, geographic neighbourhood 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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