Technical Support Engineer (Remote, BRA)

Position Overview

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

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 Technical Support Engineer candidate is passionate about technology and customers. A true problem solver, the Technical Support Engineer will provide well-thought out and reliable direction, both in technical and non-technical terms, to help customers integrate, deploy and maintain the CrowdStrike service.

Responsibilities

• 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 being 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 support of the 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.

Requirements

• 3+ years of customer support, technical support, system administration, or related customer-facing role.
• Knowledgeable in the Windows environment, including Windows Service and Workstation, 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 a variety of forms (written, live chat, conference calls, in-person).
• Ability to work independently with little direct supervision and as 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 supporting hybrid environments.
• Experience supporting security applications such as AV, VPN, Firewall, proxy.
• Linux troubleshooting experience a plus.
• Experience with Splunk.
• Experience with troubleshooting Windows and Mac.

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 Resource Groups, geographic neighbourhood groups, and volunteer opportunities to build connections.
• Vibrant office culture with world-class amenities.
• Great Place to Work Certified™ across the globe.

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.