Technical Support Engineer – Cloud

📋 Description

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

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

• Investigates customers’ technical challenges promptly and follows up with recommendations and action plans.

• Elevates cases to management when customer satisfaction is at risk.

• Engages in functional groups to identify and facilitate resolutions for escalated cases.

• Leverages internal technical expertise, such as development engineers, knowledge base, and other resources to deliver the most effective solutions to customer problems.

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

• Leads technical communications within the team to share best practices and insights.

• Provides well-considered and dependable guidance, in both technical and non-technical language, to assist customers in integrating, deploying, and maintaining the CrowdStrike service.

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

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

• Acts as an internal contact for customer escalations and ensures that customer issues are resolved as quickly as possible.

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

• Encourages innovative thinking beyond current industry standards to develop process improvements that delight customers.

• Serves as a Subject Matter Expert on a key product feature.

⛳️ Requirements

• Bachelor's Degree or equivalent experience.

• Technical proficiency in Windows, Mac, or Linux platforms.

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

• Proven skills in supporting and deploying cloud technologies (AWS, Azure, GCP) and relevant certifications.

• Expertise in managing and troubleshooting Kubernetes and Containers.

• In-depth knowledge of the Windows environment, including Windows Service and Workstation, as well as diagnosing and troubleshooting low-level operating systems and network issues.

• A strong passion for resolving customer issues and advocating for their success in a dynamic, highly technical setting.

• 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 within a team.

• Exceptional analytical and organizational skills.

• Ability to maintain composure, clarity, and professionalism when addressing challenging customer situations.

🏝️ Benefits

• Market leader in compensation and equity awards.

• Comprehensive physical and mental wellness programs.

• Competitive vacation and holidays to rejuvenate.

• 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.

• Dynamic office culture with world-class amenities.

• Great Place to Work Certified™ globally.