Technical Support Engineer, CrowdStrike

• The ideal Cloud TSE candidate is passionate about technology and customers
• You will be proficient in Cloud computing across heterogeneous operating environments
• Expertise in cloud computing concepts and experience in AWS, AZURE or GCP services
• Candidates must have advanced technical depth and a customer-first mentality, the desire to take the initiative to own and resolve customer issues, and interest in working in a fast paced, high growth, learning environment
• Experience with orchestration tools like Docker, OpenShift, Kubernetes
• Experience with Linux environment troubleshooting and diagnosing low-level operating systems and network issues
• Ability to diagnose failures in running Linux systems, inspect logs to narrow down failures
• Experience with diagnosing performance related issues on Linux & Containers
• Experience with Python & Bash scripting
• Passion for solving customer issues and advocating for their success, in a fast paced, highly technical environment
• Knowledge of continuous integration & continuous deployment technology (e.g. Terraform, Cloud Formation, Docker, Jenkins)
• Able to communicate, collaborate, and work effectively in a distributed team
• Outstanding analytical and organizational abilities
• Ability to remain calm, composed and articulate when dealing with tough customer situations

Desirable

• A true problem solver, they will take personal ownership in seeing a problem through to resolution
• You will be comfortable speaking with security, engineering, sales, as well as customer operation teams
• Leverage internal technical expertise, including development engineers, knowledge base, and other internal tools to provide the most effective solutions to customer issues
• Work with all departments to facilitate issue resolution of cases
• Serve as an internal point of contact on customer escalations and ensure customer issues are resolved as expediently as possible
• Investigate, troubleshoot, debug, and solve clients' most challenging and critical technical needs and issues
• Create process or troubleshooting documentation in the support knowledge base
• Push creative thinking beyond the boundaries of existing industry standard practices to come up with process improvements and new ways to delight customers
• Responsible for reducing the number of escalations requiring engineering team engagement
• Work with Technical Account Managers to ensure that reported issues have the appropriate priority with engineering
• Identify emerging issues that have the potential to become system down issues
• Maintain line of communication between engineering and support teams during system down / severity 1 issues