Technical Support Engineer - GovCloud (Remote)
About The Position
As a global leader in cybersecurity, CrowdStrike protects the people, processes and technologies that drive modern organizations. Since 2011, our mission hasn’t changed — we’re here to stop breaches, and we’ve redefined modern security with the world’s most advanced AI-native platform. We work on large scale distributed systems, processing almost 3 trillion events per day and this traffic is growing daily. Our customers span all industries, and they count on CrowdStrike to keep their businesses running, their communities safe and their lives moving forward. We're proud to work for a mission-driven company leveraging AI to transform the way we work. CrowdStrikers drive their careers through flexibility and autonomy while also being expected to contribute to a culture of responsible AI adoption, experimentation, and innovation. We use an AI-first mindset as a force multiplier to proactively and continuously accelerate execution, build expertise, uncover insights, and solve complex problems. We’re always looking to add talented CrowdStrikers to the team who have limitless passion, a relentless focus on innovation and a fanatical commitment to our customers, our community and each other. Ready to join a mission that matters? The future of cybersecurity starts with you. About the Role: The ideal Technical Support Engineer candidate is passionate about technology and customers. A true problem solver, the Technical Support Engineer will provide well-thought out and reliable direction, both in technical and non-technical terms, to help GovCloud customers integrate, deploy and maintain the CrowdStrike service.
Requirements
- 3+ years of customer support, technical support, system administration or related customer facing role.
- Knowledgeable 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.
- Experience with Docker/Kubernetes troubleshooting
- Experience with Splunk, Terraform/Ansible, Helm, AWS, GCP, Azure
- Experience with troubleshooting Windows and Unix (Linux and/or Mac)
- Fluency with REST API
- Familiarity with CJIS and FedRAMP compliance frameworks
- Proven experience utilizing AI technologies to enhance decision-making, streamline workflows and processes, improve efficiency and drive business outcomes.
- This role will require the candidate to periodically undergo and pass additional background and fingerprint check(s) consistent with government customer requirements.
Nice To Haves
- Familiarity with MITRE ATT&CK Framework
- Familiarity with cybersecurity best practices
- Experience supporting Kernel level security solutions
- Experience supporting hybrid environments
- Experience supporting security applications such as AV, VPN, Firewall, proxy.
- Experience with Salesforce, Jira, Confluence, and Slack
- MCP or other industry certifications a plus
Responsibilities
- Take ownership of customer issues, including initial troubleshooting, identification of root cause, issue resolution or escalation, and identifying and escalating priority issues that need immediate attention.
- Meet or exceed customer expectations on response quality, timeliness of responses and overall customer experience.
- Serve as an internal and external point of contact on customer escalations and ensure customer issues are being resolved as expediently as possible.
- Collect information and document bugs with Sr. TSE and/or Engineering for product issues that are impacting customers.
- Create process or troubleshooting documentation in the Support knowledge base.
- Push creative thinking beyond the boundaries of existing industry standard practices to come up with process improvements and new ways to delight customers.
Benefits
- Market leader in compensation and equity awards
- Comprehensive physical and mental wellness programs
- Competitive vacation and holidays for recharge
- Paid parental and adoption leaves
- Professional development opportunities for all employees regardless of level or role
- Employee Networks, geographic neighborhood groups, and volunteer opportunities to build connections
- Vibrant office culture with world class amenities
- Great Place to Work Certified™ across the globe
- Eligibility for bonuses, equity grants and a comprehensive benefits package that includes health insurance, 401k and paid time off.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
