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Technical Support Engineer

CrowdStrike

CrowdStrike

IT, Customer Service
Multiple locations
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.

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 security product offerings.

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:

  • As a Technical Support Engineer, you will be part of a highly skilled Customer Support team who support CrowdStrike customers 24x7 globally.

  • Work in a dynamic and exciting technical environment with relentless focus on delighting our customers, partners and teammates.

  • Demonstrate ownership of customer’s concerns - assess impact, troubleshoot logically, engage relevant stakeholders, identify root cause and resolve them to the satisfaction of our customers.

  • Communicate effectively with internal and external stakeholders. Collaborate with them to resolve customer escalations quickly.

  • Work with Product experts/Engineering to fix bugs or enhance product features.

  • Manage time and work to meet or exceed operational goals.

  • Learn cutting edge technologies and new product features

  • Create/Share Knowledge articles and contribute to mentoring/training efforts.

  • May be scheduled to work on shifts/holidays as per the business requirement.

What You’ll Need:

  • 3-8 years’ experience in Product Technical support role supporting Global enterprise customers

  • Outstanding oral and written communication skills.

  • Customer focus. Analytical thinking and Logical troubleshooting aptitude.

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

  • Understanding of operating system fundamentals including user and kernel space, memory management, shared libraries, file and network IO, Windows registry, software distribution, etc

  • Hands on experience using the tools and techniques to debug problems within either Windows, Linux or Mac environments

AND any of the below specialization domains:

SIEM/SOAR:

  • Hands on experience working on log management tool that offers self-hosted options & leverages kafka and/or containers

  • Strong Skills in container administration & orchestration

  • Good understanding of Regex & any query language.

  • Certifications in SIEM/SOAR platforms would be a plus

Identity Management:

  • Hands on experience in Windows Servers/Active Directory, MFA.

  • Experience with Identity Protection and Zero Trust solutions

  • Excellent knowledge of authentication protocols - Kerberos, LDAP, NTLM, SAML

  • Good understanding of TCP/IP and troubleshoot network issues using Wireshark/PCAP analysis.

  • Operational understanding of networking devices such as Routers, Switches and Firewalls would be a plus.

Cloud Technologies:

  • Experience working and troubleshooting in a SaaS cloud environment.

  • Proven experience debugging and troubleshooting customer facing API/REST interfaces at both the JSON/HTTPS browser/client side and server-side web service termination, but also navigating within the backend cloud architecture which is responsible for fielding the request.

  • Good understanding of SaaS components and large-scale databases like Cassandra, Kafka, Elasticsearch, Splunk, etc, and the role that they play within a cloud service.

  • Familiarity with cloud orchestration tools like Docker, Kubernetes, etc

  • Certification in any common Cloud platforms would be a plus.

#LI-NR1

#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.