Technical Support Engineer – GovCloud

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

📋 Description

• Deliver thoughtful and dependable technical and non-technical guidance to assist GovCloud customers in integrating, deploying, and maintaining the CrowdStrike service.

• Take responsibility for customer inquiries, encompassing initial troubleshooting, root-cause analysis, issue resolution, or escalation.

• Recognize and escalate priority issues that require immediate attention.

• Meet or surpass customer expectations regarding response quality, timeliness, and overall customer experience.

• Act as a key point of contact for both internal teams and customers concerning escalated issues.

• Ensure that customer problems are resolved as swiftly as possible.

• Gather information and document product bugs in collaboration with Senior Technical Support Engineers and/or Engineering teams.

• Develop process and troubleshooting documentation for the Support knowledge base.

• Innovate process improvements and explore new methods to enhance the customer experience.

⛳️ Requirements

• Over 3 years of experience in customer support, technical support, system administration, or a similar customer-facing role.

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

• Strong passion for resolving customer issues and advocating for their success in a dynamic and technical setting.

• Capability to quickly learn new technologies.

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

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

• Exceptional analytical and organizational skills.

• Capacity to remain calm, composed, and articulate when addressing challenging customer scenarios.

• Experience with Docker/Kubernetes troubleshooting.

• Familiarity with Splunk, Terraform/Ansible, Helm, AWS, GCP, and Azure.

• Proficient in troubleshooting both Windows and Unix (Linux and/or Mac) systems.

• Fluency with REST API.

• Understanding of CJIS and FedRAMP compliance frameworks.

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

• Familiarity with the MITRE ATT&CK Framework.

• Knowledge of cybersecurity best practices.

• Experience in supporting kernel-level security solutions.

• Experience in supporting hybrid environments.

• Experience in supporting security applications such as antivirus, VPN, firewalls, and proxies.

• Familiarity with Salesforce, Jira, Confluence, and Slack.

• MCP or other industry certifications are a plus.

• Must periodically undergo and successfully complete additional background and fingerprint checks as required by government clients.

🏝️ Benefits

• Leading compensation and equity awards in the market.

• Comprehensive wellness programs for both physical and mental health.

• Competitive vacation and holiday policies to help employees recharge.

• Paid parental and adoption leave.

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

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

• Dynamic office culture with world-class amenities.

• Eligibility for bonus programs.

• Equity grants.

• Health insurance coverage.

• 401k retirement plan.

• Paid time off.