Technical Support Engineer

hace 1 semana

Desde casa, México CrowdStrike A tiempo completo
#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:

What You'll Do:

  • Provide wellthought out and reliable direction, both in technical and nontechnical 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 lowlevel 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, inperson.) 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.

Strongly Desired Qualifications:

  • Experience supporting Kernel level security solutions
  • Experience supporting hybrid environments
  • Linux troubleshooting experience a plus
  • Experience with Splunk
  • Experience with troubleshooting Windows and Mac
  • MCP or higher a plus
LI-AO1

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  • 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.

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