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Technical Support Engineer - API/SIEM (Remote, GBR)

CrowdStrike

CrowdStrike

Software Engineering, IT, Customer Service
United Kingdom · Remote
Posted on Wednesday, June 12, 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.

What You'll Do

  • Serves as customer liaison with internal CrowdStrike stakeholders to ensure needed customer feedback is adequately documented and assessed by internal parties.

  • Resolves customer problems via telephone, email, chat or remote access.

  • Research customers’ technical issues in a timely manner and follow up with recommendations and action plans.

  • Escalates cases to management when customer satisfaction comes into question.

  • Participates in functional groups to identify and drive resolution for escalated cases.

  • Contribute and utilize internal technical expertise, including development engineers, knowledge base, and other internal tools to provide the most effective solutions to customer issues.

  • Create knowledge base content and systems to capture new learning for reuse throughout the company and user base.

  • Lead technical communications within the team to share best practices and knowledge.

  • Provide well-thought out and reliable direction, both in technical and non-technical terms, to help customers integrate, deploy and maintain the CrowdStrike service.

  • Take end-to-end ownership of customer issues, including initial troubleshooting, identification of root cause and issue resolution.

  • Exceeds customer expectations on response quality, timeliness of responses and overall customer experience.

  • Serve as an internal point of contact on customer escalations and ensure customer issues are resolved as expediently as possible.

  • Collect information and document bugs with Engineering for product issues that are impacting customers.

  • Pushes creative thinking beyond the boundaries of existing industry standard practices to come up with process improvements to delight customers.

  • Subject Matter Expert on one key product feature.

What You'll Need

  • Bachelor’s Degree or equivalent

  • Technical expertise on Windows, Mac, or Linux platforms

  • 2+ years of customer support, technical support, system administration or related customer facing role.

  • Proven experience supporting and troubleshooting API, application integrations, connectors, etc.

  • Experience with leading SIEM platforms

  • Expertise in the Windows environment, including Windows Service and Workstation, troubleshooting and diagnosing 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 in a variety of forms (written, live chat, conference calls, in-person.)

  • Ability to work independently with little direct supervision and as a part of a team.

  • Outstanding analytical and organizational abilities.

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

Bonus Points

  • Experience with Linux

  • Experience with Splunk

  • Certification in relevant technologies or platforms (AWS Certified Developer, Google Cloud Certified - Professional Cloud Developer)

  • Experience supporting Kernel level security solutions

  • Any demonstrable skills in supporting and deploying cloud technologies (AWS, Azure, GCP) and associated certifications would be a real plus.

  • Experience supporting hybrid environments

  • Experience supporting security applications such as AV, VPN, Firewall, proxy.

  • MCP or higher a plus

#LI-JP2
#LI-EV1
#LI-GT1

#LI-Remote

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.