Technical Support Engineer - LogScale (Remote, MEX) at Crowdstrike

Mexico

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Not SpecifiedCompensation

Junior (1 to 2 years), Mid-level (3 to 4 years)Experience Level

Full TimeJob Type

UnknownVisa

Cybersecurity, TechnologyIndustries

Requirements

3+ years of experience providing technical customer support in a B2B SaaS company
Demonstrated track record of providing prompt and compassionate customer care, using well-rounded technical and analytical skills
Container orchestration (such as Kubernetes and Ansible)
Strong written and verbal communication
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 knowledge of all/some of: Linux systems, command-line navigation & shell scripting, programming languages, logging & orchestration tools
Demonstrated ability to work independently
Eye for detail and a hunger to master and/or improve the systems you work with everyday

Responsibilities

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
Develop 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

Skills

Key technologies and capabilities for this role

Technical SupportTroubleshootingLog ManagementObservabilityPagerDutyCustomer SupportDevOpsITOpsSecurityTicket Management

Questions & Answers

Common questions about this position

Is this Technical Support Engineer role remote?

Yes, this is a remote position based in Mexico (MEX).

What are the required experience and skills for this role?

Candidates need 3+ years of experience providing technical customer support in a B2B SaaS company, strong written and verbal communication, container orchestration experience such as Kubernetes and Ansible, and knowledge of Linux systems, command-line navigation, shell scripting, programming languages, logging, and orchestration tools.

What is the work schedule for this position?

This role requires working the Americas West shift with core hours in the Pacific Time Zone.

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 team that is curious, driven, and passionate, emphasizing limitless passion, relentless focus on innovation, and commitment to customers, community, and each other.

What makes a strong candidate for this Technical Support Engineer role?

A strong candidate has 3+ years in B2B SaaS technical support, a track record of prompt and compassionate customer care, deep empathy for users, ability to work independently, and skills in container orchestration, Linux, scripting, and problem-solving while educating others.

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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