Technical Account Manager

Employment Type: Full time Location Type: Remote

Position Overview

CrowdStrike is a global leader in cybersecurity, protecting the people, processes, and technologies that drive modern organizations. Our mission since 2011 has been to stop breaches, and we have redefined modern security with the world's most advanced AI-native platform. We serve customers across all industries, ensuring their businesses run, their communities are safe, and their lives move forward. CrowdStrike is a mission-driven company that cultivates a culture of flexibility and autonomy, empowering every CrowdStriker to own their careers. We seek talented individuals with limitless passion, a relentless focus on innovation, and a fanatical commitment to our customers, community, and each other. The future of cybersecurity starts with you.

About the Role

Are you passionate about Internet Security and Customer Advocacy? Do you want to work with a team as committed and passionate as you are? As a Technical Account Manager with CrowdStrike, you will provide proactive technical support to our Premium Support customers. You will be working alongside experts in hacking and internet security, with a deep commitment to our customers' success, ensuring they are protected, stable, and empowered to stop breaches. Success in this role requires you to be a motivated self-starter, committed to ongoing self-education, possess strong customer service skills, and have excellent technical problem-solving abilities.

Responsibilities

• Serve as the 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/sharing best practices.
• Act as a customer advocate with internal CrowdStrike stakeholders, ensuring 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, knowledge bases, and other internal tools, to provide effective solutions.
• Create knowledge base content for reuse across the company and user base.
• Participate in technical communications within the team to share best practices and learn about new technologies and complementary security applications.
• Identify renewal risks and collaborate with internal teams to remediate and ensure successful renewals.
• Support sales teams in identifying account expansion opportunities.
• Drive support cases to ensure timely issue resolution.

Requirements

• Experience working with Windows Server Operating Systems.
• Knowledge of enterprise web technologies, security, and cutting-edge infrastructures.
• Excellent customer service skills and the ability to quickly establish technical credibility with customers.
• Excellent communication skills, both written and verbal.
• Professional fluency in the English language.
• Proven problem-solving skills.
• Collaborative attitude.
• 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 a SaaS organization.
• Deep expertise in Linux and Mac platforms.
• Python Scripting and RestAPI experience.

Company Information

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?

Benefits of Working at CrowdStrike

• Remote-friendly and flexible work culture.
• Market leader in compensation and equity awards.
• Comprehensive physical and...

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