Technical Support
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Job Description
Technical Support Engineer resolving customer issues for CrowdStrike, a global cybersecurity company. Troubleshooting Windows, networks, security applications, and documenting product bugs and solutions.
Responsibilities:
- Take ownership of customer issues, including initial troubleshooting, identification of root cause, 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
- Ensure customer issues are resolved as expediently as possible
- Collect information and document bugs with Sr. TSE and/or Engineering for product issues impacting customers
- Create process or troubleshooting documentation to support the knowledge base
- Develop 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
- Proven experience utilizing AI technologies to enhance decision-making, streamline workflows and processes, improve efficiency and drive business outcomes
- Experience supporting Kernel level security solutions
- Experience supporting hybrid environments
- Experience supporting security applications such as AV, VPN, Firewall, proxy
- Linux troubleshooting experience
- Experience with Splunk
- Experience with troubleshooting Windows and Mac
Benefits:
- 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
- Eligibility for bonuses
- Equity grants
- Health insurance
- 401k
- Paid time off
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