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. 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 also a mission-driven company. We cultivate a culture that gives every CrowdStriker both the flexibility and autonomy to own their careers. 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
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
- health insurance
- 401k
- paid time off
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
