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Technical Support Engineer (Remote, AUS)



IT, Customer Service
New South Wales, Australia
Posted on Wednesday, May 8, 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 Technical Support Engineer, you will be part of a highly skilled talented Customer Support team who work with CrowdStrike customers globally focusing on multiple product offerings whilst specialising in LogScale Next Gen SIEM. The role involves working with CrowdStrike internal teams to resolve customer problems including troubleshooting, identification of root cause and issue resolution to help them receive the most benefit from their investment.

The ideal candidate will have the energy and drive to discover and learn new technologies. Be fanatical about the customer, relentlessly focused on innovation and have limitless passion to drive their unlimited potential. This is a high energy, fast paced working environment that helps CrowdStrike achieve customer success.

What You'll Do:

  • Manage queue & tickets in a timely manner, bringing product/domain knowledge for faster resolution.

  • Respond to customer emergencies as part of our PagerDuty rotation.

  • Assist teammates with troubleshooting, serving as a mentor to junior team members.

  • Developing new troubleshooting techniques & processes.

  • Contribute to our internal docs and our customer-facing knowledge base.

  • Work cross-functionally to diagnose/debug operations-related problems for existing customers.

  • Escalate to and resolve issues with the Tier 3, Product, and Engineering teams.

  • Assist support leadership in improving the speed and efficacy of our customer operations.

What You'll Need:

  • 5+ years of experience providing technical customer support in a B2B SaaS company.

  • A demonstrated track record of providing prompt and compassionate customer care, using your well-rounded technical and analytical skills.

  • Ability to solve problems using your knowledge of all/some of: Linux systems, command-line navigation & shell scripting, programming languages, logging & orchestration tools.

  • Proven experience in troubleshooting and diagnosing issues at the application and operating system level within either Windows, Linux or Mac environments.

  • Experience working with log management/SIEM solutions (e..g, Falcon LogScale, Splunk, Trellix, Chronicle, Exabeam, Sumo Logic, etc) and SOAR (e.g., Crowdstrike Fusion, Palo Alto XSOAR, Splunk Demisto, etc.)

  • Strong written and verbal communication.

  • A deep love of learning and a passion for solving problems.

  • Skilled at educating while problem solving.

  • Deep empathy for technical and non-technical users.

  • Competence at ticket tracking & handling.

  • A demonstrated ability to work independently.

  • An eye for detail and a hunger to master and/or improve the systems you work with everyday.

Bonus Points:

  • Distributed systems data stores

  • Data shipping services

  • Cloud administration

  • Directory servers

  • Authentication providers

  • Container orchestration (such as Kubernetes and Ansible)

  • Virtualization (VMs, Docker)



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.