Technical Support Engineer

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 focusing on multiple security product offerings. 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 Youll Do:

• As a Technical Support Engineer you will be part of a highly skilled Customer Support team who support CrowdStrike customers 24x7 globally.

• Work in a dynamic and exciting technical environment with relentless focus on delighting our customers partners and teammates.

• Demonstrate ownership of customers 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 Youll Need:

• 38 years experience in 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:

SIEM/SOAR:

• Hands on experience working on log management tool that offers selfhosted 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 serverside web service termination but also navigating within the backend cloud architecture which is responsible for fielding the request.

• Good understanding of SaaS components and largescale 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.

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