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Sr. Technical Support Engineer 🔥


#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 Engineering candidate is passionate about technology and customers. A true problem solver, the Associate Technical Support Engineer will take personal ownership in seeing a problem through to resolution or escalation to Sr. Technical Support Engineering. You will understand the Falcon Host product and processes at all levels, as well as customer environments across heterogeneous operating environments. You will be comfortable speaking with security teams as well as customer operation teams. Candidates must have technical depth and a customer-first mentality, the desire to take the initiative to own and resolve customer issues, and interest in working in a fast paced, high growth, learning environment.

What You'll Do:
  • Provide well-thought out and reliable direction, both in technical and non-technical terms, to help customers integrate, deploy and maintain the CrowdStrike service.
  • 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 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.
What You'll Need:
  • 2+ 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 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.

Strongly Desired 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
  • MCP or higher a plus
#LI-Remote #LI-RL1 Benefits of Working at CrowdStrike:
  • Remote-first culture
  • Market leader in compensation and equity awards
  • Competitive vacation and flexible working arrangements
  • Comprehensive and inclusive health benefits
  • Physical and mental wellness programs
  • Paid parental leave, including adoption
  • A variety of professional development and mentorship opportunities
  • Offices with stocked kitchens when you need to fuel innovation and collaboration
We are committed to fostering a culture of belonging where everyone feels seen, heard, valued for who they are and empowered to succeed. Our approach to cultivating a diverse, equitable, and inclusive culture is rooted in listening, learning and collective action. By embracing the diversity of our people, we achieve our best work and fuel innovation - generating the best possible outcomes for our customers and the communities they serve. CrowdStrike is committed to maintaining an environment of Equal Opportunity and Affirmative Action. If you need reasonable accommodation to access the information provided on this website, please contact Recruiting@crowdstrike.com, for further assistance. CrowdStrike, Inc. is committed to fair and equitable compensation practices. The salary range for this position in the U.S. is $70,000 - $130,000 per year + bonus + equity + benefits. A candidate’s salary is determined by various factors including, but not limited to, relevant work experience, skills, certifications and location. CrowdStrike participates in the E-Verify program. Notice of E-Verify Participation Right to Work

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