Technical Support Engineer - IDP (Remote)

About CrowdStrike

Employment Type: Full time

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

The ideal Identity Protection Technical Support Engineering candidate is passionate about technology and customers. A true problem solver, the Technical Support Engineer will take personal ownership in seeing a problem through to resolution or escalation to Sr. Technical Support Engineering. You will understand the Falcon Host product and processes at all levels, as well as customer environments across heterogeneous operating environments. You will be comfortable speaking with security teams as well as customer operation teams. Candidates must have technical depth and a customer-first mentality, the desire to take the initiative to own and resolve customer issues, and interest in working in a fast paced, high growth, learning environment.

What You'll Do

• Provide well-thought out and reliable direction, both in technical and non-technical terms, to help customers integrate, deploy and maintain the CrowdStrike service.
• 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 resolved as expediently as possible.
• Collect information and document bugs with Sr. TSE and/or Engineering for product issues that are impacting customers.
• Create process or troubleshooting documentation in the support 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

• 2+ years of customer support, technical support, system administration or related customer facing role.
• Professional fluency with the English language.
• Experience with Identity Protection and Zero Trust solutions.
• Excellent knowledge of authentication protocols; Kerberos, LDAP, NTLM.
• Knowledgeable in the Windows environment, including Windows Services and Active Directory, 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 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.

Bonus Points

• Experience supporting Kernel level security solutions
• Experience with security or networking solutions; UEBA, SIEM, IAM, PAM domains
• Certifications; Microsoft active directory, Linux, Mac, Cloud, …
• Experience supporting hybrid environments
• Experience supporting security applications such as AV, VPN, Firewall, proxy.