About the Role
-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 the 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.
-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.
-Experience supporting Kernel level security solutions
-Experience supporting hybrid environments
-Experience supporting security applications such as AV, VPN, Firewall, proxy.
-Linux troubleshooting experience a plus
-Experience with Splunk
-Experience with troubleshooting Windows and Mac
MCP or higher a plus