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Technical Support Engineer - Weekend Coverage (Remote, MEX)

extra holidays - extra parental leave - work from home
Remote: 
Full Remote
Contract: 
Full time
Experience: 
Mid-level (2-5 years)
Work from: 
Mexico

Offer summary

Qualifications:

2+ years of customer support or technical support experience, Knowledgeable in Windows operation and troubleshooting, Fluent in English, both written and verbal, Ability to learn new technologies quickly, Experience with hybrid environments preferred.

Key responsabilities:

  • Provide reliable direction for customer integration and deployment
  • Take ownership and resolve customer issues promptly
  • Identify priority issues for immediate escalation
  • Serve as point of contact for escalations
  • Create documentation and improve support processes
CrowdStrike logo
CrowdStrike Cybersecurity Large https://www.crowdstrike.com/
5001 - 10000 Employees
About CrowdStrike
CrowdStrike, a global cybersecurity leader, has redefined modern security with one of the world’s most advanced cloud-native platforms for protecting critical areas of enterprise risk – endpoints and cloud workloads, identity and data. Powered by the CrowdStrike Security Cloud, the CrowdStrike Falcon® platform leverages real-time indicators of attack, threat intelligence, evolving adversary tradecraft and enriched telemetry from across the enterprise to deliver hyper-accurate detections, automated protection and remediation, elite threat hunting and prioritized observability of vulnerabilities. Purpose-built in the cloud with a single lightweight-agent architecture, the Falcon platform enables customers to benefit from rapid and scalable deployment, superior protection and performance, reduced complexity and immediate time-to-value. CrowdStrike: We stop breaches. Learn more: https://www.crowdstrike.com/ Start a free trial today: https://www.crowdstrike.com/free-trial-guide/
See more CrowdStrike offers

Job description

#WeAreCrowdStrike and our mission is to stop breaches. As a global leader in cybersecurity, our team changed the game. Since our inception, our market leading cloud-native platform has offered unparalleled protection against the most sophisticated cyberattacks. We’re looking for people with limitless passion, a relentless focus on innovation and a fanatical commitment to the customer to join us in shaping the future of cybersecurity. Consistently recognized as a top workplace, CrowdStrike is committed to cultivating an inclusive, remote-first culture that offers people the autonomy and flexibility to balance the needs of work and life while taking their career to the next level. Interested in working for a company that sets the standard and leads with integrity? Join us on a mission that matters - one team, one fight.

About the Role:

CrowdStrike is seeking a Technical Support Engineer to join our support team. As a true problem solver, the Technical Support Engineer will take personal ownership in seeing a problem through to resolution or escalation.  You will understand the Falcon Host product and processes at all levels, as well as customer environments across heterogeneous operating environments. 

The ideal Technical Support Engineering candidate is passionate about technology and customers, and will be comfortable speaking with security teams as well as customer operation teams. Technical Support Engineer candidates must have technical depth and a customer-first mentality, the desire to take the initiative to own and resolve customer issues, and interest in working in a fast paced, high growth, learning environment.

What You'll Do:

  • Provide well-thought out and reliable direction, both in technical and non-technical terms, to help customers integrate, deploy and maintain the CrowdStrike service.

  • Take ownership of customer issues, including initial troubleshooting, identification of root cause and issue resolution or escalation.

  • Identify and escalate priority issues that need immediate attention.

  • Meet or exceed customer expectations on response quality, timeliness of responses and overall customer experience.

  • Serve as internal and external point of contact on customer escalations and ensure customer issues are resolved as expediently as possible.

  • Collect information and document bugs with Sr. TSE and/or Engineering for product issues that are impacting customers.

  • Create process or troubleshooting documentation in the support knowledge base.

  • Push creative thinking beyond the boundaries of existing industry standard practices to come up with process improvements and new ways to delight customers.

  • Weekend coverage requirements:  Work schedule will be Friday through Monday, encompassing 10 hours of on shift schedule each day.

What You'll Need:

Required:

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

  • Knowledgeable in the Windows environment, including Windows Service and Workstation, troubleshooting and diagnosing low-level operating systems and network issues.

  • Passion for solving customer issues and advocating for their success, in a fast paced, highly technical environment.

  • Ability to learn new technologies quickly.

  • Excellent relationship management, customer service and communication skills in a variety of forms (written, live chat, conference calls, in-person.)

  • Ability to work independently with little direct supervision and as a part of a team.

  • Outstanding analytical and organizational abilities.

  • Ability to remain calm, composed and articulate when dealing with tough customer situations.

  • Professional fluency with the English Language.

Preferred:

  • Experience supporting hybrid environments

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

  • Linux troubleshooting experience a plus

  • Experience with troubleshooting Windows and Mac

#LI-AO1

#LI-RL1

#LI-Remote

Benefits of Working at CrowdStrike:

  • Remote-first culture

  • Market leader in compensation and equity awards

  • Competitive vacation and flexible working arrangements 

  • Comprehensive and inclusive health benefits

  • Physical and mental wellness programs

  • Paid parental leave, including adoption 

  • A variety of professional development and mentorship opportunities

  • Offices with stocked kitchens when you need to fuel innovation and collaboration

CrowdStrike is proud to be an equal opportunity and affirmative action employer. We are committed to fostering a culture of belonging where everyone is valued for who they are and empowered to succeed. Our approach to cultivating a diverse, equitable, and inclusive culture is rooted in listening, learning and collective action. By embracing the diversity of our people, we achieve our best work and fuel innovation - generating the best possible outcomes for our customers and the communities they serve.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. If you need assistance accessing or reviewing the information on this website or need help submitting an application for employment or requesting an accommodation, please contact us at recruiting@crowdstrike.com for further assistance.

Find out more about your rights as an applicant.

CrowdStrike participates in the E-Verify program.

Notice of E-Verify Participation

Right to Work

Required profile

Experience

Level of experience: Mid-level (2-5 years)
Industry :
Cybersecurity
Spoken language(s):
EnglishEnglish
Check out the description to know which languages are mandatory.

Hard Skills

Technical SupportCustomer SupportDesktop EnvironmentsCloud Security ApplicationsSystem Administration

Other Skills

  • Verbal Communication Skills
  • Analytical Thinking
  • Relationship Management
  • Teamwork
  • Organizational Skills
  • Problem Solving
  • Troubleshooting (Problem Solving)
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