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Sr. Technical Support Engineer - LogScale (Remote)

EXTRA HOLIDAYS - EXTRA PARENTAL LEAVE - WORK FROM HOME

Remote:

Full Remote

Contract:

Full time

Salary:

80 - 135K yearly

Experience:

Mid-level (2-5 years)

Work from:

United States

Offer summary

Qualifications:

3+ years of technical customer support experience, Experience in a B2B SaaS company, Strong written and verbal communication skills, Knowledge of Linux systems and programming languages, Problem-solving and analytical skills.

Key responsabilities:

Manage queue tickets for resolution
Respond to customer emergencies as needed
Mentor junior team members in troubleshooting
Develop troubleshooting techniques and processes
Collaborate cross-functionally on operations-related issues

CrowdStrike Cybersecurity Large https://www.crowdstrike.com/

5001 - 10000 Employees

See more CrowdStrike offers

Job description

Your missions

#WeAreCrowdStrike and our mission is to stop breaches. As a global leader in cybersecurity, our team changed the game. Since our inception, our market leading cloud-native platform has offered unparalleled protection against the most sophisticated cyberattacks. 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 recognized as a top workplace, CrowdStrike 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.

About the Role:

Falcon LogScale (formerly Humio) is changing the way people think about advanced log management and streaming observability to empower DevOps, ITOps, Security and more. We’ve built a curious, driven, passionate team of people that together define how we’ll achieve our vision. Now we are ready for you: an inspired and attentive Technical Support Engineer with experience providing technical customer support.

What You'll Do:

Manage queue & tickets in a timely manner, bringing product/domain knowledge for faster resolution.
Respond to customer emergencies as part of our PagerDuty rotation.
Assist teammates with troubleshooting, serving as a mentor to junior team members.
Developing new troubleshooting techniques & processes.
Contribute to our internal docs and our customer-facing knowledge base.
Work cross-functionally to diagnose/debug operations-related problems for existing customers.
Escalate to and resolve issues with the Tier 3, Product, and Engineering teams.
Assist support leadership in improving the speed and efficacy of our customer operations.

What You'll Need:

3+ years of experience providing technical customer support in a B2B SaaS company.
A demonstrated track record of providing prompt and compassionate customer care, using your well-rounded technical and analytical skills.
Strong written and verbal communication.
A deep love of learning and a passion for solving problems.
Skilled at educating while problem solving.
Deep empathy for technical and non-technical users.
Competence at ticket tracking & handling.
Ability to solve problems using your knowledge of all/some of: Linux systems, command-line navigation & shell scripting, programming languages, logging & orchestration tools.
A demonstrated ability to work independently.
An eye for detail and a hunger to master and/or improve the systems you work with everyday.

Bonus Points:

Regex familiarity
Distributed data stores (such as Kafka)
Data shipping services
Cloud administration
Directory servers
Authentication providers
Container orchestration (such as Kubernetes and Ansible)
Virtualization (such as Docker)

#LI-Remote

#LI-RL1

Benefits of Working at CrowdStrike:

Remote-first culture
Market leader in compensation and equity awards
Competitive vacation and flexible working arrangements
Comprehensive and inclusive health benefits
Physical and mental wellness programs
Paid parental leave, including adoption
A variety of professional development and mentorship opportunities
Offices with stocked kitchens when you need to fuel innovation and collaboration

CrowdStrike is proud to be an equal opportunity and affirmative action employer. We are committed to fostering a culture of belonging where everyone is valued for who they are and empowered to succeed. Our approach to cultivating a diverse, equitable, and inclusive culture is rooted in listening, learning and collective action. By embracing the diversity of our people, we achieve our best work and fuel innovation - generating the best possible outcomes for our customers and the communities they serve.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. 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.

Find out more about your rights as an applicant.

CrowdStrike participates in the E-Verify program.

Notice of E-Verify Participation

Right to Work

CrowdStrike, Inc. is committed to fair and equitable compensation practices. The base salary range for this position in the U.S. is $80,000 - $135,000 per year + variable/incentive compensation + equity + benefits. A candidate’s salary is determined by various factors including, but not limited to, relevant work experience, skills, certifications and location.

Expected Close Date of Job Posting is:11-16-2024