Technical Support Engineer

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 highly skilled talented Customer Support team who will work with CrowdStrike customers globally The role will involve working with 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 What You ll Do 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 utilise 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 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 What You ll Need 5 years of customer support technical support system administration or related customer facing role Expertise 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 organisational 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 Linux troubleshooting experience a plus Experience with Splunk Experience with troubleshooting Windows and Mac MCP or higher 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 TM 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 for further assistance