Remote Technical Support Engineer Job in Sunnyvale, CA CrowdStrike

Who you are

• 3+ years of experience in customer support technical support system administration or related customer facing role
• Knowledgeable in Windows environment troubleshooting low-level OS and network issues
• Passion for solving customer issues and advocating for their success in a fast-paced technical environment
• Ability to learn new technologies quickly
• Excellent relationship management customer service and communication skills in various forms written live chat conference calls in-person
• Ability to work independently with little supervision and as part of a team
• Outstanding analytical and organizational abilities
• Ability to remain calm and articulate in tough customer situations

Desirables

• Supporting Kernel level security
• Supporting hybrid environments
• Experience with security applications
• Linux troubleshooting
• Splunk experience
• Troubleshooting Windows and Mac

What the job involves

• Take ownership of customer issues including initial troubleshooting identification of root cause and issue resolution or escalation
• 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 being resolved expediently
• Collect information and document bugs with Sr TSE and/or Engineering for product issues impacting customers
• Create process or troubleshooting documentation for the knowledge base
• Push creative thinking beyond industry standard practices to improve processes and delight customers