Sr. Technical Account Manager (Remote, CAN)

Position Overview

• Location Type: Remote
• Job Type: Full time
• Salary: Not specified

CrowdStrike is a global leader in cybersecurity, protecting people, processes, and technologies that drive modern organizations. Our mission is to stop breaches, and we have redefined modern security with the world's most advanced AI-native platform. We are a mission-driven company that fosters a culture of flexibility and autonomy, empowering employees to own their careers. We are looking for passionate, innovative, and customer-focused individuals to join our team.

About the Role

As a Sr. Technical Account Manager with CrowdStrike, you will provide proactive technical support to our Premium Support customers. You will work alongside experts in internet security, ensuring customer success by keeping them protected, stable, and empowered to stop breaches. This role requires a motivated self-starter with a commitment to ongoing self-education, strong customer service skills, and excellent technical problem-solving abilities.

Responsibilities

• Serve as the primary technical contact and augment customer support teams.
• Onboard new customers to the CrowdStrike platforms.
• Ensure customer success through proactive health checks, product training, and developing/sharing best practices.
• Act as a customer advocate with internal CrowdStrike stakeholders to ensure customer feedback is documented and assessed.
• Engage with customers at all organizational levels, from SOC analysts to C-suite executives.
• Research customer technical issues promptly and provide recommendations and action plans.
• Escalate customer issues to management when appropriate.
• Maintain control of escalated case resolutions, leading cross-functional groups as needed.
• Leverage internal technical expertise, including development engineers and knowledge base, for effective solutions.
• Create knowledge base content for company-wide and user base reuse.
• Participate in technical communications to share best practices and learn about new technologies.
• Identify renewal risks and collaborate with internal teams to ensure successful renewals.
• Support sales teams in identifying account expansion opportunities.
• Drive support cases to ensure timely issue resolution.

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 establish technical credibility.
• Excellent communication skills, both written and verbal.
• Proven problem-solving skills.
• Collaborative attitude.
• Ability to travel up to 25%.
• Commitment to customer success.

Preferred Qualifications

• Bachelor’s Degree in Computer Science or equivalent.
• CISSP or ITIL Certification.
• 3+ years of Customer Success/Support/Technical Account Management experience in a SaaS organization.
• Deep expertise in Linux and Mac platforms.
• Python Scripting and RestAPI experience.

Benefits of Working at CrowdStrike

• Remote-friendly and flexible work culture.
• Market leader in competitive compensation.