Manager, Technical Support

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 Manager of Technical Support team in Crowdstrike, you will be part of a highly talented Customer Success team supporting our global customers. In this role you are responsible for delivering incredible support experience to our customers by creating an inclusive and enriching work culture, aligning to our business objectives and collaborating with stakeholders.

The ideal candidate will have the expertise and commitment to thrive in a dynamic Technical Support environment and has strong Customer focus, operational proficiency, technical background, growth mindset and empathetic leadership attitude.

What You'll Do:

• Deliver consistent Customer Support Operational outcomes aligned with Business Objectives.

• Create an open and engaging work environment with focus on continuous improvement.

• Recruit, develop and build an inclusive customer focused technical talent

• Own customer escalations and drive them towards a satisfactory resolution. Implement corrective actions working with relevant stakeholders.

• Make timely and effective decisions, often with limited information, based off a solid understanding of security principles, business requirements and best practices

• Collaborate effectively with peers and internal/external stakeholders for effective outcomes

• Define, refine and implement processes, policies and systems with the goal of enhancing operations and delivering effective customer experience

• Encourage knowledge sharing and innovation.

• Contribute in improvement initiatives and global projects

What You'll Need:

• Bachelor's Degree or equivalent with 3-5 years of people management experience leading an Enterprise Product Support team.

• Strong Support operational experience in a high impact, 24x7 Product Support environment supporting Global Customers.

• Proven record in identifying and developing talent.

• Outstanding verbal and written communication skills

• Strong technical acumen and logical troubleshooting mindset. Knowledge of Endpoint Security technologies with specializations in SIEM/SOAR, Identity Protection or Cloud Security would be a plus.

• Analytical thinking with problem solving attitude and strong execution skills. 

• Ability to analyse data/reports and take proactive actions

• Experience collaborating with global cross-functional stakeholders for an outcome

• Willingness to work in Shifts/Weekends depending upon business requirements

Bonus Points:

• Experience with CrowdStrike products or similar endpoint security solutions

• Certifications in cybersecurity (CISSP, Security+, CISM) or IT service management

• Experience supporting enterprise SaaS products in a high-growth environment

• Experience implementing or optimizing customer success metrics and reporting

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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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