Technical Support Engineer (Remote, BRA)

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.

Responsibilities

• 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
• Meet or exceed customer expectations on response quality, timeliness of responses and overall customer experience
• Serve as internal and external point of contact on customer escalations and ensure customer issues are being resolved as expediently as possible
• You will collect information and document bugs with Sr. TSE and/or Engineering for product issues that are impacting customers
• Create the process or troubleshooting documentation in the support of knowledge base.
• 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

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
• Professional fluency with the English Language
• Bonus Points:
• Experience supporting Kernel level security solutions
• Experience supporting hybrid environments
• Experience supporting security applications such as AV, VPN, Firewall, proxy
• Linux troubleshooting experience a plus
• Experience with Splunk
• Experience with troubleshooting Windows and Mac
• #LI-Remote
• #LI-RL1
• #LI-RC1
• Benefits of Working at CrowdStrike:
• 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
• CrowdStrike is proud to be an equal opportunity employer. We are committed to fostering a culture of belonging where everyone is valued for who they are and empowered to succeed. We support veterans and individuals with disabilities through our affirmative action program.
• If y

Benefits

Additional Information

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.

Your Match

How well this role fits your profile.

Company Intel

What employees say

Worked at CrowdStrike? Share your experience