Technical Support Engineer (Remote, West/Mountain)

#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:
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.

**This is a remote position which can be performed anywhere in the US- but will be expected to work Mountain or Pacific time zone hours**

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, …