Technical Support Engineer (Remote, BRA)
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 customers integrate, deploy and maintain the CrowdStrike service.
What You'll Do:
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You will take ownership of customer issues, including; initial troubleshooting, identification of root cause and issue resolution or escalation, identify and escalate priority issues that need immediate attention
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Meet or exceed customer expectations on response quality, timeliness of responses and overall customer experience
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Serve as internal and external point of contact on customer escalations and ensure customer issues are being resolved as expediently as possible
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You will collect information and document bugs with Sr. TSE and/or Engineering for product issues that are impacting customers
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Create the process or troubleshooting documentation in the support of knowledge base.
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We believe in pushing creative thinking beyond the boundaries of existing industry standard practices to come up with process improvements and new ways to delight customers
What You'll Need:
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3+ years of customer support, technical support, system administration or related customer facing role
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Knowledgeable in the Windows environment, including Windows Service and Workstation, troubleshooting and diagnosing low-level operating systems and network issues
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Passion for solving customer issues and advocating for their success, in a fast-paced, highly technical environment
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Ability to learn new technologies quickly
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Excellent relationship management, customer service and communication skills in a variety of forms (written, live chat, conference calls, in-person.)
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Ability to work independently with little direct supervision and as a part of a team
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Outstanding analytical and organizational abilities
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Ability to remain calm, composed and articulate when dealing with tough customer situations
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Professional fluency with the English Language
Bonus Points:
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Experience supporting Kernel level security solutions
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Experience supporting hybrid environments
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Experience supporting security applications such as AV, VPN, Firewall, proxy
- Linux troubleshooting experience a plus
- Experience with Splunk
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Experience with troubleshooting Windows and Mac
Benefits of Working at CrowdStrike:
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Market leader in compensation and equity awards
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Comprehensive physical and mental wellness programs
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Competitive vacation and holidays for recharge
- Paid parental and adoption leaves
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Professional development opportunities for all employees regardless of level or role
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Employee Networks, geographic neighborhood groups, and volunteer opportunities to build connections
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Vibrant office culture with world class amenities
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Great Place to Work Certified™ across the globe
CrowdStrike is proud to be an equal opportunity employer. We are committed to fostering a culture of belonging where everyone is v