Technical Support Engineer - Weekend Coverage

2 Months ago • 2 Years + • Software Development & Engineering

Job Summary

Job Description

As a Technical Support Engineer, you will be a problem solver, taking ownership of issues from start to finish. You will need to understand the Falcon Host product and processes. You will provide technical guidance, troubleshoot, and resolve customer issues. You will also be responsible for escalating priority issues, creating documentation, and finding ways to improve customer experience. This role requires working a weekend schedule, Friday through Monday, with 10-hour shifts each day.
Must have:
  • 2+ years of customer/technical support experience.
  • Knowledge of Windows environments for troubleshooting.
  • Passion for solving customer issues in a fast-paced environment.
  • Ability to learn new technologies quickly.
  • Excellent communication skills.
Good to have:
  • Experience supporting hybrid environments.
  • Experience supporting security applications.
  • Linux troubleshooting experience.
  • Experience troubleshooting Windows and Mac.
Perks:
  • Remote-friendly and flexible work culture
  • Competitive compensation and equity awards
  • Comprehensive wellness programs
  • Competitive vacation and holidays
  • Paid parental and adoption leaves
  • Professional development opportunities
  • Employee Resource Groups and volunteer opportunities
  • Vibrant office culture

Job Details

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:

CrowdStrike is seeking a Technical Support Engineer to join our support team. As a true problem solver, the Technical Support Engineer will take personal ownership in seeing a problem through to resolution or escalation.  You will understand the Falcon Host product and processes at all levels, as well as customer environments across heterogeneous operating environments. 

The ideal Technical Support Engineering candidate is passionate about technology and customers, and will be comfortable speaking with security teams as well as customer operation teams. Technical Support Engineer 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.

  • Weekend coverage requirements:  Work schedule will be Friday through Monday, encompassing 10 hours of on shift schedule each day.

What You'll Need:

Required:

  • 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 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.

Preferred:

  • Experience supporting hybrid environments

  • Experience supporting security applications such as AV, VPN, Firewall, proxy.

  • Linux troubleshooting experience a plus

  • Experience with troubleshooting Windows and Mac

#LI-RL1

#LI-Remote

Benefits of Working at CrowdStrike:

  • Remote-friendly and flexible work culture

  • 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 Resource Groups, geographic neighbourhood 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.

CrowdStrike is committed to providing equal employment opportunity for all employees and applicants for employment. The Company does not discriminate in employment opportunities or practices on the basis of race, color, creed, ethnicity, religion, sex (including pregnancy or pregnancy-related medical conditions), sexual orientation, gender identity, marital or family status, veteran status, age, national origin, ancestry, physical disability (including HIV and AIDS), mental disability, medical condition, genetic information, membership or activity in a local human rights commission, status with regard to public assistance, or any other characteristic protected by law. We base all employment decisions--including recruitment, selection, training, compensation, benefits, discipline, promotions, transfers, lay-offs, return from lay-off, terminations and social/recreational programs--on valid job requirements.

If you need assistance accessing or reviewing the information on this website or need help submitting an application for employment or requesting an accommodation, please contact us at recruiting@crowdstrike.com for further assistance.

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About The Company

CrowdStrike was founded in 2011 to fix a fundamental problem: The sophisticated attacks that were forcing the world’s leading businesses into the headlines could not be solved with existing malware-based defenses. Founder George Kurtz realized that a brand new approach was needed — one that combines the most advanced endpoint protection with expert intelligence to pinpoint the adversaries perpetrating the attacks, not just the malware. There’s much more to the story of how Falcon has redefined endpoint protection but there’s only one thing to remember about CrowdStrike: We stop breaches.
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