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 GovCloud customers integrate, deploy and maintain the CrowdStrike service.
What You'll Do:You will take ownership of customer issues, including: initial troubleshooting, identification of root cause, issue resolution or escalation, and identifying and escalating priority issues that need immediate attention. Must meet or exceed customer expectations on response quality, timeliness of responses and overall customer experience. You will serve as an 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. Technical Support engineers also create the process or troubleshooting documentation in the Support 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.
What You'll Need:- 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.
- Experience with Docker/Kubernetes troubleshooting
- Experience with Splunk, Terraform/Ansible, Helm, AWS, GCP, Azure
- Experience with troubleshooting Windows and Unix (Linux and/or Mac)
- Fluency with REST API
- Familiarity with CJIS and FedRAMP compliance frameworks
- Proven experience utilizing AI technologies to enhance decision-making, streamline workflows and processes, improve efficiency and drive business outcomes.
Bonus Points:- Familiarity with MITRE ATT&CK Framework
- Familiarity with cybersecurity best practices
- Experience supporting Kernel level security solutions
- Experience supporting hybrid environments
- Experience supporting security applications such as AV, VPN, Firewall, proxy.
- Experience with Salesforce, Jira, Confluence, and Slack
- MCP or other industry certifications a plus
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This role will require the candidate to periodically undergo and pass additional background and fingerprint check(s) consistent with government customer requirements.
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
The base salary range for this position for all U.S. candidates is $70,000 - $110,000 per year, with eligibility for bonuses, equity grants and a comprehensive benefits package that includes health insurance, 401k and paid time off.
For detailed information about the U.S. benefits package, please click here.
