Technical Support Engineer

This is a fully remote position, open to applicants in United Kingdom.

📋 Description

• Acts as the customer liaison with internal CrowdStrike stakeholders to ensure that necessary customer feedback is properly documented and evaluated by internal teams.

• Addresses customer issues through telephone, email, chat, or remote access.

• Investigates customers’ technical problems promptly and follows up with suggestions and action plans.

• Elevates cases to management when customer satisfaction is in question.

• Engages in functional groups to identify and drive solutions for escalated cases.

• Contributes to and leverages internal technical expertise, including development engineers, knowledge bases, and other internal tools to deliver the most effective solutions for customer challenges.

• Develops knowledge base content and systems to capture new insights for reuse across the company and user base.

• Facilitates technical communications within the team to exchange best practices and knowledge.

• Provides thoughtful and dependable guidance, both technically and non-technically, to assist customers in integrating, deploying, and maintaining the CrowdStrike service.

• Takes full ownership of customer issues, including initial troubleshooting, root cause identification, and resolution.

• Surpasses customer expectations regarding response quality, timeliness of replies, and overall customer experience.

• Serves as an internal contact for customer escalations and ensures swift resolution of customer issues.

• Gathers information and documents bugs with Engineering for product issues affecting customers.

• Encourages creative thinking beyond existing industry standards to devise process improvements that enhance customer satisfaction.

• Acts as a Subject Matter Expert on one key product feature.

⛳️ Requirements

• Bachelor’s Degree or equivalent experience.

• Technical proficiency with Windows operating systems.

• Practical experience in endpoint security, detection triage, and adversary tradecraft (including MITRE ATT&CK and common attack methodologies).

• Minimum of 3 years in customer support, technical support, system administration, or a related customer-facing role.

• Expertise in the Windows environment, including Windows Service and Workstation, with skills in troubleshooting and diagnosing low-level operating systems and network issues.

• A strong desire to resolve customer issues and advocate for their success in a fast-paced, highly technical environment.

• Ability to quickly learn new technologies.

• Excellent relationship management, customer service, and communication skills across various formats (written, live chat, conference calls, in-person).

• Capability to work independently with minimal supervision as well as collaboratively in a team setting.

• Exceptional analytical and organizational skills.

• Ability to remain calm, composed, and articulate in challenging customer situations.

🏝️ Benefits

• Market leader in compensation and equity awards.

• Comprehensive physical and mental wellness programs.

• Competitive vacation and holidays for rejuvenation.

• Paid parental and adoption leave.

• Professional development opportunities available for all employees, regardless of level or role.

• Employee Networks, geographic neighborhood groups, and volunteer opportunities to foster connections.

• Vibrant office culture equipped with world-class amenities.

• Great Place to Work Certified™ across the globe.