Technical Support Engineer - Weekend Coverage (Remote, MEX)

CrowdStrike; United States; Remote; USD 60,000 - 100,000; Full time

Job summary

An established industry player in cybersecurity is on the lookout for a passionate Technical Support Engineer. In this dynamic role, you will take ownership of customer issues and provide expert guidance to help integrate and maintain advanced security solutions. You will thrive in a fast-paced environment, advocating for customer success while collaborating with diverse teams. With a commitment to innovation and a culture that values flexibility, this opportunity allows you to grow professionally while making a significant impact in the cybersecurity landscape. Join a mission-driven team where your contributions truly matter!

Benefits

Remote-friendly work culture

Market leader in compensation

Comprehensive wellness programs

Competitive vacation and holidays

Paid parental and adoption leaves

Professional development opportunities

Employee Resource Groups

Vibrant office culture

Qualifications

• 2+ years of experience in customer support or technical support.
• Knowledgeable in Windows troubleshooting and network issues.

Responsibilities

• Provide reliable direction to help customers integrate and maintain CrowdStrike services.
• Take ownership of customer issues and ensure timely resolution.

Skills

Customer Support

Technical Support

System Administration

Troubleshooting

Analytical Skills

Communication Skills

Relationship Management

Problem Solving

Education

2+ years in customer support or related role

Tools

Windows

Linux

Security Applications (AV, VPN, Firewall)

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:

CrowdStrike is seeking a Technical Support Engineer to join our support team. As a true problem solver, the Technical Support Engineer will take personal ownership in seeing a problem through to resolution or escalation. You will understand the Falcon Host product and processes at all levels, as well as customer environments across heterogeneous operating environments.

The ideal Technical Support Engineering candidate is passionate about technology and customers, and will be comfortable speaking with security teams as well as customer operation teams. Technical Support Engineer candidates must have technical depth and a customer-first mentality, the desire to take the initiative to own and resolve customer issues, and interest in working in a fast paced, high growth, learning environment.

What You'll Do:

1. Provide well-thought out and reliable direction, both in technical and non-technical terms, to help customers integrate, deploy and maintain the CrowdStrike service.
2. Take ownership of customer issues, including initial troubleshooting, identification of root cause and issue resolution or escalation.
3. Identify and escalate priority issues that need immediate attention.
4. Meet or exceed customer expectations on response quality, timeliness of responses and overall customer experience.
5. Serve as internal and external point of contact on customer escalations and ensure customer issues are resolved as expediently as possible.
6. Collect information and document bugs with Sr. TSE and/or Engineering for product issues that are impacting customers.
7. Create process or troubleshooting documentation in the support knowledge base.
8. Push creative thinking beyond the boundaries of existing industry standard practices to come up with process improvements and new ways to delight customers.
9. Weekend coverage requirements: Work schedule will be Friday through Monday, encompassing 10 hours of on shift schedule each day.

What You'll Need:

1. 2+ years of customer support, technical support, system administration or related customer facing role.
2. Knowledgeable in the Windows environment, including Windows Service and Workstation, troubleshooting and diagnosing low-level operating systems and network issues.
3. Passion for solving customer issues and advocating for their success, in a fast paced, highly technical environment.
4. Ability to learn new technologies quickly.
5. Excellent relationship management, customer service and communication skills in a variety of forms (written, live chat, conference calls, in-person.)
6. Ability to work independently with little direct supervision and as a part of a team.
7. Outstanding analytical and organizational abilities.
8. Ability to remain calm, composed and articulate when dealing with tough customer situations.
9. Professional fluency with the English Language.

Bonus Points:

1. Experience supporting hybrid environments
2. Experience supporting security applications such as AV, VPN, Firewall, proxy.
3. Linux troubleshooting experience a plus
4. Experience with troubleshooting Windows and Mac

Benefits of Working at CrowdStrike:

1. Remote-friendly and flexible work culture
2. Market leader in compensation and equity awards
3. Comprehensive physical and mental wellness programs
4. Competitive vacation and holidays for recharge
5. Paid parental and adoption leaves
6. Professional development opportunities for all employees regardless of level or role
7. Employee Resource Groups, geographic neighbourhood groups and volunteer opportunities to build connections
8. Vibrant office culture with world class amenities
9. 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.

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