Technical Support Engineer - Weekend Coverage (Remote, MEX)

Position Overview

• Location Type: [Not specified]
• Job Type: Full time
• Salary: [Not specified]

CrowdStrike is a global leader in cybersecurity, dedicated to protecting people, processes, and technologies that drive modern organizations. Our mission is to stop breaches, and we have redefined modern security with an AI-native platform. We are a mission-driven company fostering a culture of flexibility, autonomy, and innovation.

About the Role

CrowdStrike is seeking a Technical Support Engineer to join our support team. This role requires a problem-solver who takes ownership of issues through resolution or escalation. You will gain a deep understanding of the Falcon Host product, processes, and customer environments across various operating systems. The ideal candidate is passionate about technology and customers, comfortable interacting with both security and operations teams, possesses technical depth, a customer-first mentality, and a desire to work in a fast-paced, high-growth learning environment.

Responsibilities

• Provide clear and reliable technical and non-technical direction to customers for integrating, deploying, and maintaining the CrowdStrike service.
• Take ownership of customer issues, including initial troubleshooting, root cause identification, resolution, or escalation.
• Identify and escalate priority issues requiring immediate attention.
• Meet or exceed customer expectations for response quality, timeliness, and overall customer experience.
• Serve as the primary internal and external point of contact for customer escalations, ensuring swift issue resolution.
• Collect information and document bugs with Sr. TSE and/or Engineering for product issues impacting customers.
• Create process or troubleshooting documentation for the support knowledge base.
• Drive creative thinking and process improvements to enhance customer satisfaction.
• Weekend coverage requirements: Work schedule will be Friday through Monday, with 10 hours of on-shift schedule each day.

Requirements

• Required:
  • 2+ years of customer support, technical support, system administration, or a related customer-facing role.
  • Knowledgeable in the Windows environment, including Windows Services and Workstations, with experience troubleshooting 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 (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 handling challenging customer situations.
  • Professional fluency in the English language.
• Preferred:
  • Experience supporting hybrid environments.
  • Experience supporting security applications such as AV, VPN, Firewall, proxy.
  • Linux troubleshooting experience is a plus.
  • Experience with troubleshooting Windows and Mac.

Company Information

CrowdStrike is a global leader in cybersecurity. We protect 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 providing flexibility and autonomy for employees to own their careers. We are always looking for 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.

Additional Information

• #LI-RL1
• #LI-Remote
• Benefits of Working at CrowdStrike: [Not specified]