Technical Support Engineer (Cybersecurity)

TL;DR

Technical Support Engineer (Cybersecurity): Providing technical direction and troubleshooting for the integration and maintenance of the CrowdStrike service with an accent on root cause analysis and issue resolution. Focus on diagnosing low-level OS and network issues in Windows environments and utilizing AI to streamline workflows.

Location: Remote (Must be based in Brazil)

Company

CrowdStrike is a global leader in cybersecurity that leverages an AI-native platform to protect organizations and stop breaches.

What you will do

• Own customer issues from initial troubleshooting and root cause identification to final resolution or escalation.
• Act as the primary internal and external point of contact for high-priority customer escalations.
• Collaborate with Senior TSEs and Engineering teams to document and resolve product bugs.
• Create and maintain technical troubleshooting documentation for the knowledge base.
• Drive process improvements to enhance the overall customer experience and service delivery.

Requirements

• 3+ years of experience in technical support, customer support, or system administration.
• Deep knowledge of Windows environments, including the ability to diagnose low-level OS and network issues.
• Professional fluency in English.
• Must be based in Brazil.
• Proven experience using AI technologies to improve efficiency and business outcomes.

Nice to have

• Experience supporting Kernel level security solutions.
• Knowledge of security applications such as AV, VPN, Firewall, and proxy.
• Linux troubleshooting experience and proficiency with Splunk.
• Experience troubleshooting macOS environments.

Culture & Benefits

• Market-leading compensation and equity awards.
• Comprehensive physical and mental wellness programs.
• Competitive vacation and holiday policies for recharge.
• Paid parental and adoption leaves.
• Robust professional development opportunities for all employees.