Technical Support Engineer II (Remote, BRA)

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. We work on large scale distributed systems, processing almost 3 trillion events per day and this traffic is growing daily. 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 proud to work for a mission-driven company leveraging AI to transform the way we work. CrowdStrikers drive their careers through flexibility and autonomy while also being expected to contribute to a culture of responsible AI adoption, experimentation, and innovation. We use an AI-first mindset as a force multiplier to proactively and continuously accelerate execution, build expertise, uncover insights, and solve complex problems. 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:

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.

What You'll Do:

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

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

Professional fluency with the English Language

Proven experience utilizing AI technologies to enhance decision-making, streamline workflows and processes, improve efficiency and drive business outcomes.

Bonus Points:

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

#LI-Remote

#LI-RL1

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

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.