Technical Support (Cybersecurity)

Location: USA - Remote

Base salary: $70,000–$115,000 per year for U.S. candidates, with eligibility for bonuses, equity grants, health insurance, 401(k), and paid time off.

Company

CrowdStrike is a cybersecurity company providing an AI-native platform that protects organizations and processes almost 3 trillion events per day.

What you will do

• Own customer issues from initial troubleshooting and root-cause identification through resolution or escalation.
• Identify and escalate priority issues requiring immediate attention while maintaining response quality and timeliness.
• Act as an internal and external point of contact for customer escalations and drive issue resolution.
• Collect information and document customer-impacting product bugs with senior technical support engineers and Engineering.
• Create troubleshooting and process documentation for the knowledge base.
• Develop process improvements and new approaches to improve the customer experience.

Requirements

• 3+ years of experience in customer support, technical support, system administration, or a related customer-facing role.
• Knowledge of Windows workstations and services, including troubleshooting and diagnosing low-level operating system and network issues.
• Passion for solving customer issues and advocating for customer success in a fast-paced, highly technical environment.
• Ability to learn new technologies quickly.
• Excellent relationship management, customer service, and communication skills across written communication, live chat, conference calls, and in-person interactions.
• Ability to work independently with little direct supervision and as part of a team.
• Strong analytical and organizational abilities.
• Ability to remain calm, composed, and articulate during difficult customer situations.
• Proven experience using AI technologies to improve decision-making, streamline workflows and processes, increase efficiency, and drive business outcomes.

Nice to have

• Experience supporting kernel-level security solutions.
• Experience supporting hybrid environments.
• Experience supporting security applications such as antivirus, VPN, firewall, or proxy solutions.
• Linux troubleshooting experience.
• Experience with Splunk.
• Experience troubleshooting Windows and Mac systems.

Culture & Benefits

• Full-time employment with a remote position in the USA.
• Comprehensive physical and mental wellness programs.
• Competitive vacation and holidays, plus paid parental and adoption leave.
• Professional development opportunities for employees at every level and role.
• Employee networks, geographic neighborhood groups, and volunteer opportunities.
• Equal employment opportunity, veteran and disability support, and participation in the E-Verify program.