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
•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
•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 support of the knowledge base
•Push 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
•Proven experience utilizing AI technologies to enhance decision-making, streamline workflows and processes, improve efficiency and drive business outcomes
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
Benefits of Working at CrowdStrike
•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
The base salary range for this position for all U.S. candidates is $70,000 - $115,000 per year, with eligibility for bonuses, equity grants and a comprehensive benefits package that includes health insurance, 401k and paid time off.
