Technical Support Engineer

#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:
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.

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-
- Linux troubleshooting experience a plus- Experience with troubleshooting Windows and Mac

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Benefits of Working at CrowdStrike:
- Remote-first culture- Market leader in compensation and equity awards- Competitive vacation and flexible working arrangements- Comprehensive and inclusive health benefits- Physical and mental wellness programs- Paid parental leave, including adoption- A variety of professional development and mentorship opportunities- Offices with stocked kitchens when you need to fuel innovation and collaboration

CrowdStrike is proud to be an equal opportunity and affirmative action employer. We are committed to fostering a culture of belonging where everyone is 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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