Technical Support Engineer – Cloud

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

📋 Description

• Act as a liaison between customers and internal CrowdStrike stakeholders while documenting customer feedback.

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

• Investigate technical challenges and offer recommendations and action plans.

• Escalate cases to management if customer satisfaction is jeopardized.

• Engage in functional groups to resolve escalated cases effectively.

• Leverage internal technical expertise, collaborate with development engineers, and utilize knowledge bases and tools to resolve customer issues.

• Develop knowledge base content and systems to capture reusable insights.

• Facilitate technical communications within the team and disseminate best practices.

• Assist customers in integrating, deploying, and maintaining the CrowdStrike service.

• Manage customer issues from start to finish, including troubleshooting and root-cause analysis through to resolution.

• Fulfill expectations for response quality, timeliness, and overall customer experience.

• Serve as a key point of contact for internal customer escalations.

• Report product bugs to the Engineering team.

• Promote process enhancements and act as a subject matter expert on a key product feature.

⛳️ Requirements

• Bachelor’s Degree or equivalent qualification.

• Proficient in Windows, Mac, or Linux platforms.

• Over 2 years of experience in customer support, technical support, system administration, or a related customer-facing role.

• Proven abilities in supporting and deploying cloud technologies, including AWS, Azure, or GCP.

• Relevant cloud certifications.

• Skilled in managing and troubleshooting Kubernetes and container technologies.

• Extensive experience in Windows environments, covering both Windows Service and Workstation.

• Experience in troubleshooting and diagnosing low-level operating system and network issues.

• Quick learner of new technologies.

• Exceptional relationship management, customer service, and communication skills across various formats including written, live chat, conference calls, and in-person interactions.

• Capacity to work independently with minimal supervision as well as collaboratively within a team.

• Excellent analytical and organizational skills.

• Ability to maintain composure, clarity, and articulation in challenging customer scenarios.

• Demonstrable experience using AI technologies to enhance decision-making, streamline workflows, improve efficiency, and drive business outcomes.

• Bonus: Experience with Linux.

• Bonus: Knowledge of API support and troubleshooting.

• Bonus: Background in supporting kernel-level security solutions.

• Bonus: Experience with hybrid environments.

• Bonus: Familiarity with security applications such as AV, VPN, firewall, or proxy.

• Bonus: Experience with Splunk.

• Relevant technology or platform certifications, such as AWS Certified Developer or Google Cloud Certified – Professional Cloud Developer.

🏝️ Benefits

• Leader in compensation and equity awards.

• Comprehensive wellness programs for both physical and mental health.

• Competitive vacation and holiday policies for personal recharge.

• Paid parental and adoption leave.

• Opportunities for professional development available to all employees, regardless of level or role.

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

• Dynamic office culture featuring world-class amenities.

• Great Place to Work Certified™ globally.