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Crowdstrike
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Technical Support Engineer

Technical Support Engineer

Crowdstrike

5 - 10 years

25 - 27 Lacs

Bengaluru

Posted:20 hours ago| Platform:

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Skills Required

Relationship management VPN Analytical Issue resolution Customer support Customer service Technical support Recruitment Firewall System administration

Work Mode

Work from Office

Job Type

Full Time

Job Description

About the Role:

As a Technical Support Engineer, you will be part of highly skilled talented Customer Support team who will work with CrowdStrike customers globally. The role will involve working with 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.

What Youll 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 utilise 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 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:

5+ years of customer support, technical support, system administration or related customer facing role.
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 organisational abilities.
Ability to remain calm, composed and articulate when dealing with tough customer situations.

Bonus Points:

Experience supporting Kernel level security solutions
Experience supporting hybrid environments
Experience supporting security applications such as AV, VPN, Firewall, proxy.
Linux troubleshooting experience a plus
Experience with Splunk
Experience with troubleshooting Windows and Mac
MCP or higher a plus

#LI-NR1

Benefits of Working at CrowdStrike:

Remote-friendly and flexible work culture
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

If you need assistance accessing or reviewing the information on this website or need help submitting an application for for further assistance.

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Technical Support Engineer