Technical Support
About The Position
The Technical Support Engineer helps customers integrate, deploy, and maintain CrowdStrike services by providing reliable guidance in technical and non-technical terms. The role owns customer issues from initial troubleshooting through root-cause identification and resolution or escalation, while ensuring timely, high-quality customer experiences. It also serves as a point of contact for escalations, documents product bugs with senior technical support engineers and/or Engineering, and creates troubleshooting and process documentation for the knowledge base. The position encourages creative thinking and process improvements to better serve customers.
Requirements
- At least 3 years of customer support, technical support, system administration, or a related customer-facing experience.
- Knowledge of Windows environments, including Windows services and workstations, and troubleshooting and diagnosing low-level operating system and network issues.
- Passion for solving customer issues and advocating for customer success in a fast-paced, highly technical environment.
- Ability to learn new technologies quickly.
- Excellent relationship management, customer service, and communication skills across written communication, live chat, conference calls, and in-person interactions.
- Ability to work independently with little direct supervision and as part of a team.
- Outstanding analytical and organizational abilities.
- Ability to remain calm, composed, and articulate when handling difficult customer situations.
- Proven experience using AI technologies to enhance decision-making, streamline workflows and processes, improve efficiency, and drive business outcomes.
Nice To Haves
- Experience supporting kernel-level security solutions.
- Experience supporting hybrid environments.
- Experience supporting security applications such as antivirus, VPN, firewall, or proxy.
- Linux troubleshooting experience.
- Experience with Splunk.
- Experience troubleshooting Windows and Mac.
Responsibilities
- Own customer issues, including initial troubleshooting, root-cause identification, and resolution or escalation.
- Identify and escalate priority issues requiring immediate attention.
- Meet or exceed expectations for response quality, timeliness, and overall customer experience.
- Serve as an internal and external point of contact for customer escalations and help ensure issues are resolved promptly.
- Collect information and document customer-impacting product bugs with senior technical support engineers and/or Engineering.
- Create processes and troubleshooting documentation for the knowledge base.
- Contribute creative ideas for process improvements and new ways to delight customers.
Benefits
- Market-leading compensation and equity awards.
- Comprehensive physical and mental wellness programs.
- Competitive vacation and holidays.
- Paid parental and adoption leaves.
- Professional development opportunities for all employees, regardless of level or role.
- Employee Networks, geographic neighborhood groups, and volunteer opportunities.
- Vibrant office culture with world-class amenities.
- Health insurance, 401(k), and paid time off.
- Eligibility for bonuses and equity grants.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
