Technical Support Engineer - LogScale (Remote)

About CrowdStrike

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

Falcon LogScale (formerly Humio) is changing the way people think about advanced log management and streaming observability to empower DevOps, ITOps, Security and more. We’ve built a curious, driven, passionate team of people that together define how we’ll achieve our vision. Now we are ready for you: an inspired and attentive Technical Support Engineer with experience providing technical customer support.

What You'll Do

• Manage queue & tickets in a timely manner, bringing product/domain knowledge for faster resolution.
• Manage urgent customer issues within work hours, as part of our PagerDuty rotation
• Assist teammates with troubleshooting, serving as a mentor to junior team members.
• Developing new troubleshooting techniques & processes.
• Contribute to our internal docs and our customer-facing knowledge base.
• Work cross-functionally to diagnose/debug operations-related problems for existing customers.
• Escalate to and resolve issues with the Tier 3, Product, and Engineering teams.
• Assist support leadership in improving the speed and efficacy of our customer operations.

What You'll Need

• 3+ years of experience providing technical customer support in a B2B SaaS company.
• A demonstrated track record of providing prompt and compassionate customer care, using your well-rounded technical and analytical skills.
• Container orchestration (such as Kubernetes and Ansible)
• Strong written and verbal communication.
• A deep love of learning and a passion for solving problems.
• Skilled at educating while problem solving.
• Deep empathy for technical and non-technical users.
• Competence at ticket tracking & handling.
• Ability to solve problems using your knowledge of all/some of: Linux systems, command-line navigation & shell scripting, programming languages, logging & orchestration tools.
• A demonstrated ability to work independently.
• An eye for detail and a hunger to master and/or improve the systems you work with everyday.

Bonus Points

• Regex familiarity
• Distributed data stores (such as Kafka)
• Data shipping services
• Cloud administration
• Directory servers
• Authentication providers
• Virtualization (such as Docker)

Benefits of Working at CrowdStrike

• Remote-friendly and flexible work culture
• 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

Equal Opportunity Employer

CrowdStrike is proud to be an equal opportunity employer. We are committed to fostering a culture of belonging where everyone is valued for who they are and empowered to succeed. We support veterans and individuals with disabilities through our affirmative action program. CrowdStrike is committed to providing equal employment opportunity for all employees and applicants for employment. The Company does not discr