Technical Support Engineer

Role Overview

• As a Technical Support Engineer, you will be part of a highly skilled Customer Support team who support CrowdStrike customers globally.
• Work in a dynamic and exciting technical environment with relentless focus on delighting our customers, partners and teammates.
• Demonstrate ownership of customer’s concerns
• assess impact, troubleshoot logically, engage relevant stakeholders, identify root cause and resolve them to the satisfaction of our customers.
• Communicate effectively with internal and external stakeholders.
• Collaborate with them to resolve customer escalations quickly.
• Work with Product experts/Engineering to fix bugs or enhance product features.
• Manage time and work to meet or exceed operational goals.
• Learn cutting edge technologies and new product features.
• Create/Share Knowledge articles and contribute to mentoring/training efforts.
• May be scheduled to work on shifts/holidays as per the business requirement.

Requirements

• Experience in a Product Technical support role supporting Global enterprise customers.
• Outstanding oral and written communication skills.
• Customer focus.
• Analytical thinking and Logical troubleshooting aptitude.
• Proven experience in troubleshooting and diagnosing issues at the application and operating system level within either Windows, Linux or Mac environments.
• Understanding of operating system fundamentals including user and kernel space, memory management, shared libraries, file and network IO, Windows registry, software distribution, etc.
• Hands on experience using the tools and techniques to debug problems within either Windows, Linux or Mac environments.
• ONE of the below specialization domains:
• SIEM/SOAR: Hands on experience working on log management tools that offers self-hosted options & leverages kafka and/or containers.
• Strong Skills in container administration & orchestration.
• Good understanding of Regex & any query language.
• Certifications in SIEM/SOAR platforms would be a plus.
• Identity Management: Hands on experience in Windows Servers/Active Directory, MFA.
• Experience with Identity Protection and Zero Trust solutions.
• Excellent knowledge of authentication protocols
• Kerberos, LDAP, NTLM, SAML.
• Good understanding of TCP/IP and troubleshoot network issues using Wireshark/PCAP analysis.
• Operational understanding of networking devices such as Routers, Switches and Firewalls would be a plus.
• Cloud Technologies: Experience working and troubleshooting in a SaaS cloud environment.
• Proven experience debugging and troubleshooting customer facing API/REST interfaces at both the JSON/HTTPS browser/client side and server-side web service termination, but also navigating within the backend cloud architecture which is responsible for fielding the request.
• Good understanding of SaaS components and large-scale databases like Cassandra, Kafka, Elasticsearch, Splunk, etc, and the role that they play within a cloud service.
• Familiarity with cloud orchestration tools like Docker, Kubernetes, etc.
• Certification in any common Cloud platforms would be a plus.

Tech Stack

• Cassandra
• Cloud
• Docker
• ElasticSearch
• Firewalls
• Kafka
• Kubernetes
• Linux
• Splunk
• TCP/IP

Benefits

• Market leader in compensation and equity awards
• Comprehensive physical and mental wellness programs
• Competitive vacation and holidays for recharge
• Paid parental and adoption leaves
• Professional development opportunities for all employees regardless of level or role
• Employee Networks, geographic neighborhood groups, and volunteer opportunities to build connections
• Vibrant office culture with world class amenities
• Great Place to Work Certified™ across the globe