Technical Support Engineer

Overview

As a Technical Support Engineer, you will be part of a highly skilled Customer Support team that works with CrowdStrike customers globally, resolving their problems through troubleshooting, root cause identification and issue resolution.

What you'll do

• Support CrowdStrike customers 24x7 globally in a dynamic and exciting technical environment.
• Demonstrate ownership of customer concerns: assess impact, troubleshoot logically, engage relevant stakeholders, identify root cause and resolve them 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 and 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 and share knowledge articles and contribute to mentoring and 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 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 tools and techniques to debug problems within 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; Identity Management; Cloud Technologies.
• SIEM/SOAR: Hands-on experience with log management tools offering self-hosted options that 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 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 and Splunk; familiarity with cloud orchestration tools like Docker and Kubernetes; certification in any common cloud platform would be a plus.

Details

• Location: Bangalore, India.
• May be scheduled to work on shifts and holidays as per business requirement.