Work in a 24x7 dynamic and exciting technical environment as part of a talented team 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.

3-8 years’ experience in 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
Strong knowledge of endpoint security concepts, threat detection, and incident response
Troubleshoot complex endpoint security incidents and product functionality issues
Experience with CrowdStrike Falcon platform or similar EDR/XDR solutions
Knowledge of MITRE ATTACK framework
Understanding of security best practices and compliance requirement
Bonus Points: Security certifications (CompTIA Security+, CEH etc.)
Experience with scripting languages (e.g., Python, PowerShell, Bash)
Familiarity with cloud-based technologies (e.g., AWS, Azure, GCP)
Knowledge of data analytics and visualization tools (e.g., Splunk, ELK, Qradar)

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

Technical Support Engineer II – EDR

Key skills