Technical Support Engineer- Fixed Term (Remote, ROU)

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. 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 also a mission-driven company. We cultivate a culture that gives every CrowdStriker both the flexibility and autonomy to own their careers. 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 As a Technical Support Engineer, you will be part of a highly skilled talented Customer Support team who work with CrowdStrike customers globally. The role involves working with CrowdStrike 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. The ideal candidate will have the energy and drive to discover and learn new technologies. Be fanatical about the customer, relentlessly focused on innovation and have limitless passion to drive their unlimited potential. This is a high energy, fast paced working environment that helps CrowdStrike achieve customer success. 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’ 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 utilize 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 an 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'll Need: Bachelor’s Degree or equivalent Technical expertise on Windows and Linux platforms 2 years of customer support, technical support, system administration or related customer facing role. Demonstrable skills in supporting and deploying API technologies (REST), 3rd Party Integrations and connectors. Expertise in managing and troubleshooting SIEM solutions. 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 ... (truncated, view full listing at source)