Sr. Technical Account Manager (Remote, CAN) at Crowdstrike

Ontario, Canada

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Not SpecifiedCompensation

Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

CybersecurityIndustries

Requirements

Bachelor’s Degree or equivalent experience
Experience working with Windows Server Operating Systems
Knowledge of enterprise web technologies, security and cutting-edge infrastructures
Excellent customer service skills and ability to quickly establish technical credibility with customers
Excellent communication skills, written and verbal
Proven problem-solving skills
Collaborative attitude
Ability to travel up to 25%
Commitment to customer success
Bonus Points
Bachelor’s Degree in Computer Science or equivalent
CISSP or ITIL Certification
3+ years of Customer Success/Support/Technical Account Management experience in SaaS organization
Deep expertise in Linux and Mac platforms
Python Scripting and RestAPI experience

Responsibilities

Serve as primary technical contact and augment our customer support teams
Onboard new customers to the CrowdStrike platforms
Ensure customer success through proactive periodic health checks, product training, and developing and sharing best practices
Serve as customer advocate with internal CrowdStrike stakeholders to ensure needed customer feedback is adequately documented and assessed by internal parties
Engage with customers at all levels of their organization, from the front lines of the SOC to the C-suite
Research customers’ technical issues in a timely manner and follow up with recommendations and action plans
Escalate customer issues to management when appropriate
Maintain control of the overall resolution for any escalated case, leading cross-functional groups as needed
Leverage 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 to capture new learning for reuse throughout the company and user base
Participate in technical communications within the team to share best practices and learn about new technologies and complimentary security applications
Identify renewal risk and collaborate with internal teams to remediate and ensure a successful renewal
Support the sales teams in identifying account expansion opportunities
Drive support cases to ensure issues are being resolved in a timely manner

Skills

Key technologies and capabilities for this role

Technical SupportCustomer OnboardingCybersecurityProduct TrainingHealth ChecksBest PracticesCustomer AdvocacyProblem-SolvingInternet Security

Questions & Answers

Common questions about this position

Is this position remote?

Yes, the Sr. Technical Account Manager role is remote and available in Canada.

What is the salary or compensation for this role?

This information is not specified in the job description.

What skills are required for the Sr. Technical Account Manager position?

Key requirements include strong customer service skills, excellent technical problem-solving skills, commitment to ongoing self-education, and being a motivated self-starter. Passion for Internet Security and Customer Advocacy is also essential.

What is the company culture like at CrowdStrike?

CrowdStrike cultivates a culture that gives every employee flexibility and autonomy to own their careers, with a focus on limitless passion, relentless innovation, and commitment to customers, community, and each other.

What makes a strong candidate for this role?

A strong candidate is passionate about Internet Security and Customer Advocacy, works with committed and passionate people, and demonstrates motivation, self-education, strong customer service, and technical problem-solving skills.

Crowdstrike

Cloud-native endpoint security solutions provider

About Crowdstrike

CrowdStrike specializes in cybersecurity, focusing on protecting businesses from cyber threats through cloud-native endpoint security solutions. Their main product, the Falcon platform, includes services like Falcon Pro, which replaces traditional antivirus with next-generation antivirus that integrates threat intelligence, Falcon Insight for endpoint detection and response, and Falcon Device Control to manage connected devices. Unlike many competitors, CrowdStrike's services are subscription-based, allowing clients to choose different levels of protection based on their needs. The company serves a diverse clientele, including many Fortune 100 companies, and is recognized as a leader in the cybersecurity field, known for its effectiveness in threat detection and response.

Austin, TexasHeadquarters

2011Year Founded

$468MTotal Funding

IPOCompany Stage

Enterprise Software, CybersecurityIndustries

5,001-10,000Employees

Benefits

Competitive Employee Stock Purchase Plan

Remote-friendly culture

Market leader in compensation and equity awards

Competitive vacation and flexible working arrangements

Comprehensive health benefits + 401k plan

Paid Parental Leave, including adoption

Wellness programs

Professional development and mentorship opportunities

Open offices have stocked kitchens, coffee, soda and treats

Risks

Increased competition from companies like Lumos could challenge CrowdStrike's market share.

Recovery from last year's outage may still affect customer trust and future sales.

Pressure to demonstrate ROI by 2025 could challenge CrowdStrike's financial transparency.

Differentiation

CrowdStrike's Falcon platform offers cloud-native endpoint security solutions, a key differentiator.

The company serves 44 of the Fortune 100, showcasing its strong market presence.

CrowdStrike's proactive threat hunting sets it apart in cybersecurity threat detection.

Upsides

Partnership with SonicWall opens new SMB market segment for CrowdStrike.

Recognition as a leader in ransomware prevention boosts CrowdStrike's market credibility.

Gamified learning initiatives help address cybersecurity skills gap, benefiting future talent pipeline.

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