Technical Support Engineer – Cloud

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

📋 Description

• Act as a customer liaison with internal CrowdStrike teams and document client feedback.

• Address customer issues through phone calls, emails, chat, or remote access.

• Investigate technical challenges and offer recommendations and action plans.

• Escalate cases to management when customer satisfaction is jeopardized.

• Engage in functional groups to resolve escalated issues.

• Utilize internal technical knowledge, development engineers, knowledge bases, and tools to resolve customer problems.

• Develop knowledge base content and capture new insights for future use.

• Lead technical communication within the team and share best practices.

• Guide customers through the integration, deployment, and maintenance of CrowdStrike services.

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

• Surpass customer expectations regarding response quality, speed, and overall experience.

• Serve as the internal contact point for escalations and expedite issue resolution.

• Gather information and document product bugs affecting customers in collaboration with Engineering.

• Propose process improvements to boost customer satisfaction.

• Act as a subject matter expert for a key product feature.

⛳️ Requirements

• Bachelor’s Degree or an equivalent qualification.

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

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

• Proficiency in managing and troubleshooting Kubernetes and Containers.

• Technical expertise in Linux platforms.

• A strong passion for resolving customer issues and advocating for their success in a fast-paced, technical environment.

• Ability to quickly learn new technologies.

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

• Capability to work independently with minimal supervision as well as part of a team.

• Exceptional analytical and organizational skills.

• Ability to maintain composure and clarity when handling challenging customer situations.

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

• Experience with Linux.

• Familiarity with supporting and troubleshooting APIs.

• Experience in supporting kernel-level security solutions.

• Experience in supporting hybrid environments.

• Experience in supporting security applications such as AV, VPN, Firewall, and proxy.

• Experience with Splunk.

• Certification in relevant technologies or platforms (e.g., AWS Certified Developer, Google Cloud Certified - Professional Cloud Developer).

🏝️ Benefits

• Competitive compensation and equity awards from a market leader.

• Comprehensive wellness programs for physical and mental health.

• Generous vacation and holiday policies for rejuvenation.

• Paid parental and adoption leave.

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

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

• A vibrant office culture featuring world-class amenities.

• Great Place to Work Certified™ globally.