Technical Support Engineer, CrowdStrike
API/SIEM
AI-native cybersecurity platform
Job no longer available
AI-native cybersecurity platform
1001+ employees
Job no longer available
1001+ employees
Company mission
CrowdStrike is on a mission to stop breaches. Its purpose is to provide safety and security to some of the world’s largest, most influential companies and, by extension, the billions of people around the world who use their services.
Role
Who you are
- Bachelor’s Degree or equivalent
- Technical expertise on Windows, Mac, or Linux platforms
- 2+ years of customer support, technical support, system administration or related customer facing role
- Proven experience supporting and troubleshooting API, application integrations, connectors, etc
- Experience with leading SIEM platforms
- 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 organizational abilities
- Ability to remain calm, composed and articulate when dealing with tough customer situations
Desirable
- Experience with Linux
- Experience with Splunk
- Certification in relevant technologies or platforms (AWS Certified Developer, Google Cloud Certified - Professional Cloud Developer)
- Experience supporting Kernel level security solutions
- Any demonstrable skills in supporting and deploying cloud technologies (AWS, Azure, GCP) and associated certifications would be a real plus
- Experience supporting hybrid environments
- Experience supporting security applications such as AV, VPN, Firewall, proxy
- MCP or higher a plus
What the job involves
- 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
Our take
Since CrowdStrike was founded by a trio of former McAfee executives in 2011, it’s grown into a thousands-strong, NASDAQ-listed company. With customers including Verizon, Deloitte, and Goldman Sachs, it’s considered one of the world’s top enterprise cybersecurity vendors along with the likes of Cisco, IBM, and Palo Alto Networks.
One of the reasons behind CrowdStrike's continued success is its ability to keep pace with the evolving tech market, for instance with its Generative AI security analyst that leverages recent developments in AI. Although not immune to the slowdown of the global economy, the company's modular design has given it the upper hand, allowing clients to consolidate their security spend with CrowdStrike instead of selecting packages from multiple vendors at a higher overall cost.
With long-term demand for cybersecurity products growing, and its reputation as strong as ever, CrowdStrike shows no signs of slowing down. It has partnered with Ignition Technology to double down on its UK presence, and continues to be a voice in the wider market through its "Falcon Fund" investment vehicle and position as a founding member of NIST's Artificial Intelligence Safety Institute Consortium (AISIC).
Freddie
Company Specialist at Welcome to the Jungle
Insights
20% employee growth in 12 months
Company
Funding (last 2 of 6 rounds)
Jun 2018
$200m
SERIES E
Oct 2017
$25m
SERIES D
Total funding: $485.5m
Company benefits
- Competitive Employee Stock Purchase Plan
- Comprehensive Health Benefits
- Parental & Fertility Assistance
- Remote-first culture
- Health & Wellness Programs
- Professional Development
- Executive Coaching & Mentorship
- Offices with stocked kitchens when you need to fuel innovation and collaboration
- Competitive vacation and flexible working arrangements
Company HQ
Heritage District, Sunnyvale, CA
Leadership
George Kurtz
(President & CEO)Founded security software company Foundstone in 1999, operating as CEO until McAfee's $90m acquisition in 2004. Spent the next seven years at McAfee in a number of executive roles including SVP of Enterprise and CTO.
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