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Technical Support Engineer (Remote, West/Mountain)
CrowdStrike
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Remote Eligibility
Remote
Domain
Sec ops
State
United States
City
Remote
Job Description
Posted on:
September 17, 2024
Primary NIST Speciality
Protect and Defend
NIST Sub-speciality
Cybersecurity Defense Infrastructure Support
Seniority
Experienced
Salary ($K)
70
-
110
Summary and company overview
#WeAreCrowdStrike and our mission is to stop breaches. As a global leader in cybersecurity, our team changed the game. Since our inception, our market leading cloud-native platform has offered unparalleled protection against the most sophisticated cyberattacks. We’re looking for people with limitless passion, a relentless focus on innovation and a fanatical commitment to the customer to join us in shaping the future of cybersecurity. Consistently recognized as a top workplace, CrowdStrike is committed to cultivating an inclusive, remote-first culture that offers people the autonomy and flexibility to balance the needs of work and life while taking their career to the next level. Interested in working for a company that sets the standard and leads with integrity? Join us on a mission that matters - one team, one fight.
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.
This is a remote position which can be performed anywhere in the US- but will be expected to work Mountain or Pacific time zone hours
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.
Job Requirements
Required Qualifications:
- 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.
Preferred Qualifications:
- 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.
Additional commentary
NA
Summary and company overview
#WeAreCrowdStrike and our mission is to stop breaches. As a global leader in cybersecurity, our team changed the game. Since our inception, our market leading cloud-native platform has offered unparalleled protection against the most sophisticated cyberattacks. We’re looking for people with limitless passion, a relentless focus on innovation and a fanatical commitment to the customer to join us in shaping the future of cybersecurity. Consistently recognized as a top workplace, CrowdStrike is committed to cultivating an inclusive, remote-first culture that offers people the autonomy and flexibility to balance the needs of work and life while taking their career to the next level. Interested in working for a company that sets the standard and leads with integrity? Join us on a mission that matters - one team, one fight.
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.
This is a remote position which can be performed anywhere in the US- but will be expected to work Mountain or Pacific time zone hours
