Technical Support Engineer

Employment Type: Full-time

Position Overview

CrowdStrike, a global leader in cybersecurity, protects the people, processes, and technologies that drive modern organizations. Since 2011, our mission has been to stop breaches, and we have 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 are a mission-driven company that cultivates a culture of flexibility and autonomy, empowering every CrowdStriker to own their careers. We are always looking to add 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.

As a Technical Support Engineer, you will be passionate about technology and customers. You will be a true problem solver, providing well-thought-out and reliable direction, both technically and non-technically, to help customers integrate, deploy, and maintain the CrowdStrike service.

What You'll Do

• Take ownership of customer issues, including initial troubleshooting, identification of root cause, and issue resolution or escalation.
• Identify and escalate priority issues that require immediate attention.
• Meet or exceed customer expectations for response quality, timeliness, and overall customer experience.
• Serve as an internal and external point of contact for customer escalations, ensuring customer issues are resolved as expediently as possible.
• Collect information and document bugs with Sr. TSE and/or Engineering for product issues impacting customers.
• Create process or troubleshooting documentation to support the knowledge base.
• Push creative thinking beyond existing industry standard practices to drive process improvements and new ways to delight customers.

What You'll Need

• 3+ years of customer support, technical support, system administration, or a related customer-facing role.
• Knowledgeable in the Windows environment, including Windows Services and Workstations, and troubleshooting/diagnosing low-level operating system 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 (written, live chat, conference calls, in-person).
• Ability to work independently with minimal supervision and as part of a team.
• Outstanding analytical and organizational abilities.
• Ability to remain calm, composed, and articulate when dealing with challenging customer situations.
• Professional fluency in the English language.

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 is a plus.
• Experience with Splunk.
• Experience 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 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.

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 diversity and inclusion.

#LI-Remote #LI-RL1