Technical Support Engineer II (Cybersecurity)

TL;DR

Technical Support Engineer II (Cybersecurity): Providing expert technical guidance and troubleshooting for customers integrating and maintaining the CrowdStrike security platform with an accent on Windows OS, network diagnostics, and complex issue resolution. Focus on managing customer escalations, documenting technical bugs, and leveraging AI tools to streamline support workflows and improve service efficiency.

Location: Must be based in Brazil

Company

CrowdStrike is a global leader in cybersecurity, protecting organizations with an advanced AI-native platform designed to stop breaches.

What you will do

• Take ownership of customer issues from initial troubleshooting to root cause identification and resolution.
• Serve as a primary point of contact for customer escalations, ensuring timely and high-quality communication.
• Document product bugs and collaborate with engineering teams to drive permanent fixes.
• Create and maintain technical troubleshooting documentation for the internal knowledge base.
• Identify process improvements to enhance customer experience and operational efficiency.

Requirements

• 3+ years of experience in technical support, system administration, or customer-facing technical roles.
• Strong knowledge of Windows environments, including service and workstation troubleshooting.
• Professional fluency in English is required.
• Proven experience utilizing AI technologies to enhance decision-making and streamline workflows.
• Ability to work independently and manage complex technical issues in a fast-paced environment.

Nice to have

• Experience supporting kernel-level security solutions or hybrid environments.
• Familiarity with security applications like AV, VPN, Firewall, or Proxy.
• Linux troubleshooting experience.
• Experience with Splunk.

Culture & Benefits

• Competitive compensation and equity awards.
• Comprehensive physical and mental wellness programs.
• Generous vacation and holiday policies.
• Paid parental and adoption leave.
• Professional development opportunities and employee networks.