Technical Support Engineer – Cloud

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 essential customer feedback is properly documented and evaluated by internal teams.

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

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

• Escalates cases to management in situations where customer satisfaction is at risk.

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

• Leverages and contributes internal technical expertise, including development engineers, knowledge bases, and other internal resources, to deliver the most effective solutions to customer challenges.

• Develops knowledge base content and systems to document new insights for reuse across the organization and user community.

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

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

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

• Surpasses customer expectations in response quality, response timeliness, and overall customer experience.

• Acts as an internal point of 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 existing industry standards to develop process improvements that enhance customer satisfaction.

• 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.

• A minimum of 2 years of experience in customer support, technical support, system administration, or a similar customer-facing role.

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

• Expertise in managing and troubleshooting Kubernetes and Containers.

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

• A passion for resolving customer issues and championing their success in a fast-paced, highly technical setting.

• Capability to quickly learn new technologies.

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

• Ability to work independently with minimal direct supervision as well as collaboratively as part of a team.

• Exceptional analytical and organizational skills.

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

🏝️ Benefits

• Competitive compensation and equity award packages.

• Comprehensive wellness programs for both physical and mental health.

• Generous vacation and holiday policies for relaxation and recharge.

• Paid parental and adoption leave options.

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

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

• A vibrant office culture equipped with world-class amenities.

• Great Place to Work Certified™ worldwide.