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IDP Support Engineer (Remote, CAN)

CrowdStrike

CrowdStrike

Customer Service
Multiple locations
Posted on Friday, May 24, 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:

CrowdStrike is seeking an IDP Support Engineer to join our Support team working directly with our customers related to our Identity Protection technologies. With strong technical, customer facing, and problem solving skills, the Senior IDP Support Engineer will take full ownership in driving quick resolution of critical and complex product related issues.

The ideal IDP Support Engineering candidate has a strong passion for our technology, our customers, and the Cybersecurity industry. They will be comfortable speaking with technical and leadership stakeholders across security and other operational teams. Candidates must have deep technical knowledge on Identity Protection and related technologies, a customer-first mentality, the desire to take the initiative to own and resolve customer issues, and ability to adapt while working in a fast paced, high growth, learning environment.


What You'll Do:

  • Own, respond, and drive resolution of reported issues on assigned products, being resourceful when solutions aren’t readily available.

  • Meet or exceed customer expectations on response quality, timeliness of responses and overall customer experience.

  • Troubleshoot, collect necessary diagnostics, and document issues that need to be escalated to Engineering.

  • Provide timely and concise updates and analysis on critical and complex issues and effectively communicate these both internally and externally.

  • Engage and coordinate across additional CrowdStrike resources on the resolution of the issues, while maintaining ownership to the customer and providing direction both internally and externally.

  • Create and/or review technical knowledge articles that can be leveraged by both our customers and other Support Engineers.

What You'll Need:

  • 5+ years experience working within a Technical Support team, directly supporting Enterprise customers preferably related to Computer/Cyber Security

  • Strong verbal and written communication skills that can be catered to various technical and leadership levels.

  • Deep understanding of Identity Protection and Zero Trust solutions.

  • Excellent knowledge of authentication protocols; Kerberos, LDAP, NTLM.

  • Proven hands-on experience debugging and troubleshooting in the Windows environment, including Windows Services, Group Policies, Active Directory, and Azure Entra ID.

  • Packet level debugging and troubleshooting using wireshark

  • Ability to remain calm, composed and articulate when dealing with critical customer situations.

  • Passion for owning and solving customer issues and advocating for their success, in a fast paced, highly technical environment.

  • Strong organizational skills being able to provide succinct details and responses across multiple events.

Bonus Points:

  • Experience supporting Kernel level security solutions

  • Implement and support MFA solutions for user authentication

  • Experience with security or networking solutions; UEBA, SIEM, IAM, PAM domains.

  • Knowledge of anti-virus software and other security applications.

  • Certifications; Microsoft Active Directory, Linux, Mac, Cloud.

#LI-Remote

#LI-RL1

Benefits of Working at CrowdStrike:

  • Remote-first culture

  • Market leader in compensation and equity awards

  • Competitive vacation and flexible working arrangements

  • Comprehensive and inclusive health benefits

  • Physical and mental wellness programs

  • Paid parental leave, including adoption

  • A variety of professional development and mentorship opportunities

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

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.

CrowdStrike participates in the E-Verify program.

Notice of E-Verify Participation

Right to Work

CrowdStrike Canada ULC is committed to fair and equitable compensation practices. The base salary range for this position in Canada is $80,000 - $130,000 CAD per year + variable/incentive compensation + equity + benefits. A candidate’s salary is determined by various factors including, but not limited to, relevant work experience, skills, certifications and location.