Technical Support Engineer

About CrowdStrike

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: Technical Support Engineer

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:

• As a Technical Support Engineer, you will be part of a highly skilled Customer Support team who support CrowdStrike customers globally.
• Work in a dynamic and exciting technical environment with relentless focus on delighting our customers, partners, and teammates.
• Demonstrate ownership of customer’s concerns - assess impact, troubleshoot logically, engage relevant stakeholders, identify root cause and resolve them to the satisfaction of our customers.
• Communicate effectively with internal and external stakeholders. Collaborate with them to resolve customer escalations quickly.
• Work with Product experts/Engineering to fix bugs or enhance product features.
• Manage time and work to meet or exceed operational goals.
• Learn cutting-edge technologies and new product features.
• Create/Share Knowledge articles and contribute to mentoring/training efforts.
• May be scheduled to work on shifts/holidays as per the business requirement.

What You’ll Need:

• Experience in a Product Technical support role supporting Global enterprise customers.
• Outstanding oral and written communication skills.
• Customer focus. Analytical thinking and Logical troubleshooting aptitude.
• Proven experience in troubleshooting and diagnosing issues at the application and operating system level within either Windows, Linux, or Mac environments.
• Understanding of operating system fundamentals including user and kernel space, memory management, shared libraries, file and network IO, Windows registry, software distribution, etc.
• Hands-on experience using the tools and techniques to debug problems within either Windows, Linux, or Mac environments.

Bonus Points: ONE of the below specialization domains:

SIEM/SOAR:

• Hands-on experience working on log management tools that offers self-hosted options & leverages Kafka and/or containers.
• Strong Skills in container administration & orchestration.
• Good understanding of Regex & any query language.
• Certifications in SIEM/SOAR platforms would be a plus.

Identity Management:

• Hands-on experience in Windows Servers/Active Directory, MFA.
• Experience with Identity Protection and Zero Trust solutions.
• Excellent knowledge of authentication protocols - Kerberos, LDAP, NTLM, SAML.
• Good understanding of TCP/IP and troubleshoot network issues using Wireshark/PCAP analysis.
• Operational understanding of networking devices such as Routers, Switches, and Firewalls would be a plus.

Cloud Technologies:

• Experience working and troubleshooting in a SaaS cloud environment.
• Proven experience debugging and troubleshooting customer facing API/REST interfaces at both the JSON/HTTPS browser/client side and server-side web service termination, but also navigating within the backend cloud architecture which is responsible for fielding the request.
• Good understanding of SaaS components and large-scale databases like Cassandra, Kafka, Elasticsearch, Splunk, etc., and the role that they play within a cloud service.
• Familiarity with cloud orchestration tools like Docker, Kubernetes, etc.
• Certification in any common Cloud platforms would be a plus.

Benefits Of Working At CrowdStrike:

• Market leader in compensation and equity awards
• Comprehensive physical and mental wellness programs
• Competitive vacation and holidays for recharge
• Paid parental and adoption leaves
• Professional development opportunities for all employees regardless of level or role
• Employee Networks, geographic neighborhood groups, and volunteer opportunities to build connections
• Vibrant office culture with world class amenities
• Great Place to Work Certified™ across the globe

Key skills/competency

• Customer Support
• Troubleshooting
• Root Cause Analysis
• Operating System Fundamentals
• Windows/Linux/Mac Environments
• Cybersecurity
• SIEM/SOAR
• Identity Management
• Cloud Technologies
• API/REST Debugging