Sr. Technical Support Engineer - LogScale (Remote)

#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:
Falcon LogScale (formerly Humio) is changing the way people think about advanced log management and streaming observability to empower DevOps, ITOps, Security and more. We've built a curious, driven, passionate team of people that together define how we'll achieve our vision. Now we are ready for you: an inspired and attentive Technical Support Engineer with experience providing technical customer support.
What You'll Do:

• Manage queue & tickets in a timely manner, bringing product/domain knowledge for faster resolution.
• Respond to customer emergencies as part of our PagerDuty rotation.
• Assist teammates with troubleshooting, serving as a mentor to junior team members.
• Developing new troubleshooting techniques & processes.
• Contribute to our internal docs and our customer-facing knowledge base.
• Work cross-functionally to diagnose/debug operations-related problems for existing customers.
• Escalate to and resolve issues with the Tier 3, Product, and Engineering teams.
• Assist support leadership in improving the speed and efficacy of our customer operations.

What You'll Need:

• 3+ years of experience providing technical customer support in a B2B SaaS company.
• Prior experience supporting or working with cloud administration tools, such as Docker, Kafka, and/or Kubernetes
• A demonstrated track record of providing prompt and compassionate customer care, using your well-rounded technical and analytical skills.
• Strong written and verbal communication.
• A deep love of learning and a passion for solving problems.
• Skilled at educating while problem solving.
• Deep empathy for technical and non-technical users.
• Competence at ticket tracking & handling.
• Ability to solve problems using your knowledge of all/some of: Linux systems, command-line navigation & shell scripting, programming languages, logging & orchestration tools.
• A demonstrated ability to work independently.
• An eye for detail and a hunger to master and/or improve the systems you work with everyday.

Bonus Points:

• Regex familiarity
• Distributed data stores (such as Kafka)
• Data shipping services
• Cloud administration
• Directory servers
• Authentication providers
• Ability to work PT hours

#LI-Remote
#LI-RL1
Benefits of Working at CrowdStrike:

• Remote-first culture
• Market leader in compensation and equity awards
• Competitive vacation and flexible working arrangements
• Comprehensive and inclusive health benefits
• Physical and mental wellness programs
• Paid parental leave, including adoption
• A variety of professional development and mentorship opportunities
• Offices with stocked kitchens when you need to fuel innovation and collaboration

CrowdStrike is proud to be an equal opportunity and affirmative action employer. We are committed to fostering a culture of belonging where everyone is valued for who they are and empowered to succeed. Our approach to cultivating a diverse, equitable, and inclusive culture is rooted in listening, learning and collective action. By embracing the diversity of our people, we achieve our best work and fuel innovation - generating the best possible outcomes for our customers and the communities they serve.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. If you need assistance accessing or reviewing the information on this website or need help submitting an application for employment or requesting an accommodation, please contact us at [email protected] for further assistance.
Find out more about your rights as an applicant.
CrowdStrike participates in the E-Verify program.
Notice of E-Verify Participation
Right to Work
CrowdStrike, Inc. is committed to fair and equitable compensation practices. The base salary range for this position in the U.S. is $80,000 - $135,000 per year + variable/incentive compensation + equity + benefits. A candidate's salary is determined by various factors including, but not limited to, relevant work experience, skills, certifications and location.
Expected Close Date of Job Posting is:11-16-2024