Technical Support Engineer (Remote, GBR)

CrowdStrike, a recognized global leader in cybersecurity, is seeking passionate individuals to join their mission of stopping breaches and redefining modern security. With an advanced AI-native platform, CrowdStrike protects organizations across all industries, ensuring business continuity, community safety, and individual progress. This is an opportunity to contribute to a mission-driven company that values innovation, customer dedication, and employee growth.

CrowdStrike cultivates a remote-first, inclusive culture that empowers employees with the autonomy and flexibility to balance their professional and personal lives while advancing their careers. Consistently recognized as a top workplace, the company emphasizes integrity and a collaborative "one team, one fight" ethos. If you are driven by a desire to make a significant impact in the ever-evolving landscape of cybersecurity, this role might be the perfect fit for you.

About the Role:

This position is designed for individuals who possess boundless passion, a strong focus on innovation, and an unwavering commitment to customer success. You will be instrumental in shaping the future of cybersecurity by serving as a critical liaison between customers and internal CrowdStrike teams. This role demands a proactive approach to problem-solving, thorough technical research, and the ability to translate complex technical information into clear, actionable guidance for customers.

What You'll Do:

• Act as the primary customer representative, ensuring customer feedback is meticulously documented and addressed by internal stakeholders.
• Resolve customer issues efficiently through various communication channels including phone, email, chat, and remote access.
• Conduct timely research into customer technical challenges, providing well-defined recommendations and action plans.
• Escalate critical issues to management when customer satisfaction is at risk, and participate in functional groups to drive resolution for escalated cases.
• Leverage internal technical expertise, including development engineers and knowledge bases, to deliver optimal customer solutions.
• Contribute to and maintain internal knowledge base content and systems for ongoing learning and company-wide benefit.
• Lead technical communications within the team, fostering the sharing of best practices and expertise.
• Provide clear, reliable technical and non-technical direction to assist customers with integration, deployment, and maintenance of CrowdStrike services.
• Take complete ownership of customer issues from initial troubleshooting and root cause identification to final resolution.
• Exceed customer expectations in terms of response quality, timeliness, and overall experience.
• Serve as an internal point of contact for customer escalations, ensuring swift and effective issue resolution.
• Document customer-impacting product bugs with Engineering, contributing to product improvement.
• Drive process improvements through creative thinking, pushing beyond existing industry standards to enhance customer delight.
• Become a Subject Matter Expert on a key product feature.

What You'll Need:

• A Bachelor's Degree or equivalent experience.
• Technical expertise in Windows and Linux platforms is essential.
• A minimum of 2 years of experience in customer support, technical support, system administration, or a related customer-facing role.
• Demonstrated skills in supporting and deploying API technologies (REST), 3rd Party Integrations, and connectors.
• Expertise in managing and troubleshooting SIEM solutions.
• A genuine passion for solving customer issues and advocating for their success in a fast-paced, highly technical environment.
• The ability to learn new technologies quickly.
• Excellent relationship management, customer service, and communication skills across various formats (written, chat, calls, in-person).
• The capacity to work independently with minimal supervision while also being a valuable team player.
• Outstanding analytical and organizational abilities.
• The skill to remain calm, composed, and articulate when handling challenging customer situations.

Bonus Points For:

• Experience with the CrowdStrike Falcon Platform, particularly NG-SIEM.
• Familiarity with tools like Swagger, Postman, IBM QRadar, and Sentinel.
• Experience with EDR Event Logs.
• Proficiency with Splunk.
• Experience with query languages and Regex.
• Experience supporting Kernel level security solutions.
• Experience supporting hybrid environments.
• Experience supporting security applications such as AV, VPN, Firewall, and proxy.

Advantages of Working at CrowdStrike:

CrowdStrike offers a compelling work environment with numerous advantages for its employees:

• Remote-friendly and flexible work culture, promoting work-life balance.
• Market-leading compensation and equity awards, recognizing your talent and contributions.
• Comprehensive physical and mental wellness programs to support your overall well-being.
• Competitive vacation and holiday packages for essential recharge time.
• Paid parental and adoption leaves to support significant life events.
• Professional development opportunities available to all employees, irrespective of their level or role.
• Employee Networks, geographic neighborhood groups, and volunteer opportunities designed to foster connection and community.
• A vibrant office culture (where applicable) with world-class amenities.
• Recognition as a Great Place to Work Certified™ across the globe, a testament to their employee-centric approach.

CrowdStrike is committed to fostering an inclusive and diverse workplace where everyone is valued and empowered to succeed. They are an equal opportunity employer and actively support veterans and individuals with disabilities through their affirmative action program.

Key Considerations for Candidates:

• This role is ideal for individuals who thrive in a dynamic, technically challenging environment and possess a strong desire to be at the forefront of cybersecurity innovation.
• Candidates with a proven track record in customer support and a deep understanding of operating systems and security technologies will find this role particularly rewarding.
• The emphasis on remote-first work requires self-discipline, strong communication skills, and the ability to collaborate effectively across distributed teams.
• For those looking to advance their career in cybersecurity, CrowdStrike offers unparalleled opportunities for learning, growth, and making a tangible impact on global security.