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Manager, Technical Support (Hybrid, IND)



IT, Customer Service
Bengaluru, Karnataka, India
Posted on Thursday, April 25, 2024

​​#WeAreCrowdStrike and our mission is to stop breaches. As a global leader in cybersecurity, our team changed the game. Since our inception, our market leading cloud-native platform has offered unparalleled protection against the most sophisticated cyberattacks. We’re looking for people with limitless passion, a relentless focus on innovation and a fanatical commitment to the customer to join us in shaping the future of cybersecurity. Consistently recognized as a top workplace, CrowdStrike is committed to cultivating an inclusive, remote-first culture that offers people the autonomy and flexibility to balance the needs of work and life while taking their career to the next level. Interested in working for a company that sets the standard and leads with integrity? Join us on a mission that matters - one team, one fight.

About the Role:
As a Manager of Technical Support team you will be part of a highly talented Customer Success team in CrowdStrike supporting our global customers. The role is responsible for delivering incredible support experience to our customers by collaborating with other stakeholders and by creating an inclusive and engaging work environment.

The ideal candidate will have the expertise and commitment to thrive in a hyper-growth environment, has strong technical background, data driven mindset and drive to proactively discover and enhance processes & systems.

Location: Bangalore, India (Hybrid)

What You’ll Do:

  • Deliver consistent customer support operational outcomes aligned with business objectives.

  • Create an open and engaging work environment with focus on continuous improvement

  • Recruit, develop and build an inclusive customer focused technical talent.

  • Own customer escalations and drive them towards a satisfactory resolution.

  • Implement corrective actions working with relevant stakeholders.

  • Make timely and effective decisions, often with limited information, based off a solid understanding of security principles, business requirements and best practices.

  • Collaborate effectively with peers and internal/external stakeholders for effective outcomes

  • Define, refine and implement processes, policies and systems with the goal of enhancing operations and delivering effective customer experience.

  • Encourage knowledge sharing and innovation

  • Contribute in improvement initiatives and global projects

What You’ll Need:

  • Bachelor’s degree or equivalent with 4-5 years of people management experience leading an Enterprise Product Support team.

  • Strong support operational experience in a high impact, 24x7 product support environment supporting global customers.

  • Proven record in identifying and developing talent.

  • Outstanding verbal and written communication skills

  • Strong technical acumen and logical troubleshooting mindset.

  • Knowledge of Endpoint Security technologies with specializations in SIEM/SOAR, Identity Protection or Cloud Security would be a plus.

  • Execution focused mindset. Analytical thinking with a problem solving attitude.

  • Ability to analyse data/reports and take proactive actions

  • Experience collaborating with global cross-functional stakeholders for an outcome

  • Willingness to work in Shifts/Weekends depending upon business requirements


Benefits of Working at CrowdStrike:

  • Remote-first culture

  • Market leader in compensation and equity awards with option to participate in ESPP in eligible countries

  • Competitive vacation and flexible working arrangements

  • Physical and mental wellness programs

  • Paid parental leave, including adoption

  • A variety of professional development and mentorship opportunities

  • Access to CrowdStrike University, LinkedIn Learning and Jhanna

  • Offices with stocked kitchens when you need to fuel innovation and collaboration

  • Birthday time-off in your local country

  • Work with people who are passionate in our mission and Great Place to Work certified across the globe

We are committed to fostering a culture of belonging where everyone feels seen, heard, valued for who they are and empowered to succeed. Our approach to cultivating a diverse, equitable, and inclusive culture is rooted in listening, learning and collective action. By embracing the diversity of our people, we achieve our best work and fuel innovation - generating the best possible outcomes for our customers and the communities they serve.

CrowdStrike is committed to maintaining an environment of Equal Opportunity and Affirmative Action. If you need reasonable accommodation to access the information provided on this website, please contact [email protected], for further assistance.