Sr. Technical Support Engineer

Overview

Technical Support Engineer on CrowdStrike's Customer Support team, working with global customers to troubleshoot, identify root cause and resolve issues.

What you'll do

• Work in a dynamic and exciting technical environment with a relentless focus on delighting customers, partners and teammates.
• Demonstrate ownership of customer concerns: assess impact, troubleshoot logically, engage relevant stakeholders, identify root cause and resolve to the satisfaction of customers.
• Communicate effectively with internal and external stakeholders and 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.

What you'll need

• Experience in a Product Technical support role supporting Global enterprise customers.
• Outstanding oral and written communication skills.
• Customer focus.
• Analytical thinking and Logical troubleshooting aptitude.
• Proven experience 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.
• Hands on experience using the tools and techniques to debug problems within either Windows, Linux or Mac environments.
• Proven experience utilizing AI technologies to enhance decision-making, streamline workflows and processes, improve efficiency and drive business outcomes.

Nice to have

• ONE of the following specialization domains:
• SIEM/SOAR: Hands on experience working on log management tools that offer self-hosted options and leverage Kafka and/or containers; strong skills in container administration and orchestration; good understanding of Regex and any query language; certifications in SIEM/SOAR platforms would be a plus.
• Identity Management: Hands on experience in Windows Servers/Active Directory and MFA; experience with Identity Protection and Zero Trust solutions; excellent knowledge of authentication protocols (Kerberos, LDAP, NTLM, SAML); good understanding of TCP/IP and troubleshooting network issues using Wireshark/PCAP analysis; operational understanding of networking devices such as Routers, Switches and Firewalls would be a plus.
• Cloud Technologies: Experience working and troubleshooting in a SaaS cloud environment; proven experience debugging and troubleshooting customer facing API/REST interfaces at the JSON/HTTPS browser/client side and server-side web service termination, and navigating backend cloud architecture; good understanding of SaaS components and large-scale databases such as Cassandra, Kafka, Elasticsearch, Splunk, and their role within a cloud service; familiarity with cloud orchestration tools like Docker and Kubernetes; certification in any common Cloud platform would be a plus.

Details

• Location: India - Bangalore.
• Works with customers 24x7 globally; may be scheduled to work on shifts and holidays as per business requirement.