Technical Support Engineer; Remote, GBR

Position: Technical Support Engineer (Remote, GBR)
As a global leader in cybersecurity, Crowd Strike protects the people, processes and technologies that drive modern organizations. Since 2011, our mission hasn’t changed — we’re here to stop breaches, and we’ve redefined modern security with the world’s most advanced AI-native platform. Our customers span all industries, and they count on Crowd Strike to keep their businesses running, their communities safe and their lives moving forward.

We’re also a mission-driven company. We cultivate a culture that gives every Crowd Striker both the flexibility and autonomy to own their careers. We’re always looking to add talented Crowd Strikers to the team who have limitless passion, a relentless focus on innovation and a fanatical commitment to our customers, our community and each other. Ready to join a mission that matters?

The future of cybersecurity starts with you.

About the Role:

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 recognised as a top workplace, Crowd Strike 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

What You'll Do:

Serves as customer liaison with internal Crowd Strike stakeholders to ensure needed customer feedback is adequately documented and assessed by internal parties.

Resolves customer problems via telephone, email, chat or remote access.

Research customers’ technical issues in a timely manner and follow up with recommendations and action plans.

Escalates cases to management when customer satisfaction comes into question.

Participates in functional groups to identify and drive resolution for escalated cases.

Contribute and utilize internal technical expertise, including development engineers, knowledge base, and other internal tools to provide the most effective solutions to customer issues.

Create knowledge base content and systems to capture new learning for reuse throughout the company and user base.

Lead technical communications within the team to share best practices and knowledge.

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

Take end-to-end ownership of customer issues, including initial troubleshooting, identification of root cause and issue resolution.

Exceeds customer expectations on response quality, timeliness of responses and overall customer experience.

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

Collect information and document bugs with Engineering for product issues that are impacting customers.

Pushes creative thinking beyond the boundaries of existing industry standard practices to come up with process improvements to delight customers.

Subject Matter Expert on one key product feature.

What You'll Need:

Bachelor’s Degree or equivalent experience

Technical expertise on Windows operating systems

Hands-on experience in endpoint security, detection triage, and adversary tradecraft (MITRE ATT&CK, common attack methodologies)3+ years of customer support, technical support, system administration or related customer facing role.

Expertise 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 organisational abilities.

Ability to remain calm, composed and…