Technical Support Manager (Remote, BRA)

About CrowdStrike

Employment Type: Full time

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

CrowdStrike is seeking a Technical Support Manager to join our team in Brazil. The Manager of Technical Support will provide technical expertise, leadership, and support of the daily activities of the Technical Support Engineering team, providing support for external and internal customer questions, escalations, and support related requests. This role supports CrowdStrike’s customers and Technical Support staff, ensuring support services are delivered in a customer-focused approach.

The Manager of Technical Support will be responsible for leading the technical support team, including oversight of case management system, process workflows, and escalation management. This role will establish and refine the processes, techniques, tools, and methods used by the technical support team to provide exceptional support and services to internal and external customers, ensuring services are timely and accurate on a daily basis. The right candidate will thrive in a hyper-growth, fast-paced environment and have a solid technical background combined with global customer service experience. A problem-solving attitude with an ability to motivate your team to achieve specific goals are essential skills to perform well in this position.

What You'll Do

• Manage, build and develop a customer-focused team comprised of technical support engineers of varying levels of skills and responsibilities.
• Assess technical skills of staff, evaluate training needs relative to required skills, and develop on-going training programs to enhance skill development.
• Make decisions quickly, often with limited information, based off a solid understanding of security principles and best practices.
• Follow up with customers in response to CSAT survey results and identify tech support problem areas for improvement and, if warranted, implement corrective actions.
• Drives the importance of effective customer service ensuring they are the cultural cornerstones of a professional work environment
• Establishes the organization strategy and works to recruit, develop and build top technical talent with the soft and technical skills to provide world class customer service
• Manage key relationships (Sales, Engineering, Product Management) to ensure services are aligned and delivered to business requirements.
• Ensure service levels are met and measure performance against them.
• Establish best practices through the entire technical support process.
• Guide the implementation, continuous improvement and documentation of new and existing policies, procedures and processes for Support systems.

What You'll Need

• Bachelor’s Degree or equivalent
• Knowledge of enterprise web technologies, security and cutting-edge infrastructures
• Proven work experience as a people manager
• Leadership and management skills supporting globally distributed teams
• Project management experience, preferably on worldwide initiatives
• Solid technical background with an ability to give instructions to a non-technical audience
• Customer-service oriented with a problem-solving attitude
• Excellent written and verbal communications skills
• Professional