Job Description

\xe2\x80\x8b\xe2\x80\x8b#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\xe2\x80\x99re 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:

As a Technical Support Engineer, you will be part of highly skilled talented Customer Support team who will work with CrowdStrike customers globally. The role will involve working with internal teams to resolve customer problems including troubleshooting, identification of root cause and issue resolution to help them receive the most benefit from their investment.

What You\'ll Do:

Serves as customer liaison with internal CrowdStrike stakeholders to ensure needed customer feedback is adequately documented and assessed by internal parties.

Resolves customer problems via telephone, email, chat or remote access.

Research customers\xe2\x80\x99 technical issues in a timely manner and follow up with recommendations and action plans.

Escalates cases to management when customer satisfaction comes into question.

Participates in functional groups to identify and drive resolution for escalated cases.

Contribute and utilise internal technical expertise, including development engineers, knowledge base, and other internal tools to provide the most effective solutions to customer issues.

Create knowledge base content and systems to capture new learning for reuse throughout the company and user base.

Lead technical communications within the team to share best practices and knowledge.

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 end-to-end ownership of customer issues, including initial troubleshooting, identification of root cause and issue resolution.

Exceeds customer expectations on response quality, timeliness of responses and overall customer experience.

Serve as internal point of contact on customer escalations and ensure customer issues are resolved as expediently as possible.

Collect information and document bugs with Engineering for product issues that are impacting customers.

Pushes creative thinking beyond the boundaries of existing industry standard practices to come up with process improvements to delight customers.

Subject Matter Expert on one key product feature.

What You\xe2\x80\x99ll Need:

5+ years of customer support, technical support, system administration or related customer facing role.

Expertise 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 organisational abilities.

Ability to remain calm, composed and articulate when dealing with tough customer situations.

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

MCP or higher a plus

#LI-NR1

Benefits of Working at CrowdStrike:

Remote-first culture

Market leader in compensation and equity awards with option to participate in ESPP in eligible countries

Competitive vacation and flexible working arrangements

Physical and mental wellness programs

Paid parental leave, including adoption

A variety of professional development and mentorship opportunities

Access to CrowdStrike University, LinkedIn Learning and Jhanna

Offices with stocked kitchens when you need to fuel innovation and collaboration

Birthday time-off in your local country

Work with people who are passionate in our mission and Great Place to Work certified across Asia Pacific

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.

CrowdStrike is committed to maintaining an environment of Equal Opportunity and Affirmative Action. If you need reasonable accommodation to access the information provided on this website, please contact \xe2\x80\x8b, for further assistance.

CrowdStrike