Technical Support Engineer (Cloud)

TL;DR

Technical Support Engineer (Cloud): Providing technical direction and troubleshooting for customers to integrate and maintain the CrowdStrike service with an accent on root cause identification and cloud infrastructure stability. Focus on resolving complex issues involving Docker, Kubernetes, and major cloud providers (AWS, GCP, Azure).

Location: Remote (Must be based in Brazil)

Company

Global leader in cybersecurity redefining modern security with an AI-native platform that protects people, processes, and technologies.

What you will do

• Take ownership of customer issues from initial troubleshooting to root cause identification and resolution.
• Serve as the primary internal and external point of contact for customer escalations to ensure expedient resolution.
• Collaborate with Senior TSEs and Engineering teams to document bugs and product issues.
• Create and maintain troubleshooting documentation within the Support knowledge base.
• Identify and escalate priority issues requiring immediate attention to meet customer expectations.

Requirements

• 3+ years of experience in technical support, system administration, or a related customer-facing role.
• Proficiency in Windows environments, including low-level OS and network troubleshooting.
• Experience with Docker, Kubernetes, Splunk, Terraform, Ansible, and Helm.
• Hands-on experience with AWS, GCP, and Azure.
• Fluency with REST APIs and experience troubleshooting Unix (Linux/Mac) systems.
• Professional fluency in English is required.
• Proven experience utilizing AI technologies to streamline workflows and improve efficiency.

Nice to have

• Familiarity with MITRE ATT&CK Framework and cybersecurity best practices.
• Experience supporting Kernel level security solutions or hybrid environments.
• Knowledge of security applications such as AV, VPN, Firewall, and proxy.
• Experience with Salesforce, Jira, Confluence, and Slack.
• Industry certifications such as MCP.

Culture & Benefits

• Market-leading compensation and equity awards.
• Comprehensive physical and mental wellness programs.
• Competitive vacation and holiday packages.
• Paid parental and adoption leaves.
• Professional development opportunities for all employees regardless of level.
• Inclusive environment with Employee Networks and geographic neighborhood groups.