Technical Support Engineer (Remote, MEX)
at CrowdStrike
Posted 10 hours ago
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- Compensation
- Not specified
- City
- Not specified
- Country
- Mexico
Currency: Not specified
The role is for a Technical Support Engineer (Remote, Mexico) who is passionate about technology and customers. The engineer will own customer issues from initial troubleshooting to root-cause analysis and resolution or escalation, and will document bugs with Sr. TSE/Engineering. They will create troubleshooting documentation and contribute to the knowledge base, while pushing process improvements and ensuring a strong customer experience. This is a remote, customer-facing role supporting CrowdStrike's security services.
As a global leader in cybersecurity, CrowdStrike 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 CrowdStrike 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 CrowdStriker both the flexibility and autonomy to own their careers. We’re always looking to add talented CrowdStrikers 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:
The Ideal Technical Support Engineer candidate is passionate about technology and customers. A true problem solver, the Technical Support Engineer will provide well-thought out and reliable direction, both in technical and non-technical terms, to help customers integrate, deploy and maintain the CrowdStrike service.
What You'll Do:
You will 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 being resolved as expediently as possible
You will 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 of knowledge base.
We believe in pushing creative thinking beyond the boundaries of existing industry standard practices to come up with process improvements and new ways to delight customers
What You'll Need:
3+ 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
Bonus Points:
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
#LI-Remote
#LI-RL1
#LI-RC1
Benefits of Working at CrowdStrike:
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
CrowdStrike is proud to be an equal opportunity employer. We are committed to fostering a culture of belonging where everyone is valued for who they are and empowered to succeed. We support veterans and individuals with disabilities through our affirmative action program.
CrowdStrike is committed to providing equal employment opportunity for all employees and applicants for employment. The Company does not discriminate in employment opportunities or practices on the basis of race, color, creed, ethnicity, religion, sex (including pregnancy or pregnancy-related medical conditions), sexual orientation, gender identity, marital or family status, veteran status, age, national origin, ancestry, physical disability (including HIV and AIDS), mental disability, medical condition, genetic information, membership or activity in a local human rights commission, status with regard to public assistance, or any other characteristic protected by law. We base all employment decisions--including recruitment, selection, training, compensation, benefits, discipline, promotions, transfers, lay-offs, return from lay-off, terminations and social/recreational programs--on valid job requirements.
If you need assistance accessing or reviewing the information on this website or need help submitting an application for employment or requesting an accommodation, please contact us at recruiting@crowdstrike.com for further assistance.
