Technical Support Engineer (Remote) at CrowdStrike

📍 Job Overview

Job Title: Technical Support Engineer (Remote)
Company: CrowdStrike
Location: New Zealand - Remote, AUK
Job Type: Full-Time
Category: Technical Support Engineer
Date Posted: 2025-06-24
Experience Level: Mid-Senior level (2-5 years)
Remote Status: Remote (Solely)

🚀 Role Summary

Key Responsibilities: Troubleshoot and resolve customer issues, collaborate with internal teams, demonstrate ownership of customer concerns, and ensure customer satisfaction.
Key Skills: Technical support, customer focus, analytical thinking, troubleshooting, Windows, Linux, Mac, operating systems, networking, cloud technologies, API, SaaS, identity management, SIEM, SOAR, container administration, orchestration.

📝 Enhancement Note: This role requires a strong customer focus and excellent communication skills to effectively manage customer concerns and collaborate with internal teams.

💻 Primary Responsibilities

Troubleshoot and Resolve Customer Issues: Work with customers globally to identify, troubleshoot, and resolve technical issues, ensuring customer satisfaction.
Collaborate with Internal Teams: Engage with relevant stakeholders, including product experts and engineering teams, to resolve customer escalations quickly and effectively.
Manage Time and Meet Operational Goals: Balance workload and prioritize tasks to meet or exceed operational goals.
Learn and Share Knowledge: Stay up-to-date with cutting-edge technologies and new product features, and contribute to knowledge articles and mentoring efforts.

📝 Enhancement Note: This role requires strong time management skills and the ability to prioritize tasks effectively to meet operational goals.

🎓 Skills & Qualifications

Education: Bachelor's degree in Computer Science, Information Technology, or a related field. Relevant experience may be considered in lieu of a degree.

Experience: Proven experience (2-5 years) in a product technical support role, supporting global enterprise customers.

Required Skills:

Outstanding oral and written communication skills.
Customer focus and analytical thinking.
Proven experience in troubleshooting and diagnosing issues at the application and operating system level within Windows, Linux, or Mac environments.
Understanding of operating system fundamentals, including user and kernel space, memory management, shared libraries, file and network I/O, Windows registry, and software distribution.
Hands-on experience using tools and techniques to debug problems within Windows, Linux, or Mac environments.

Preferred Skills (choose one):

SIEM/SOAR:

Hands-on experience working on log management tools that offer self-hosted options and leverage Kafka and/or containers.
Strong skills in container administration and orchestration.
Good understanding of Regex and any query language.
Certifications in SIEM/SOAR platforms.

Identity Management:

Hands-on experience in Windows Servers/Active Directory, MFA.
Experience with Identity Protection and Zero Trust solutions.
Excellent knowledge of authentication protocols - Kerberos, LDAP, NTLM, SAML.
Good understanding of TCP/IP and troubleshoot network issues using Wireshark/PCAP analysis.
Operational understanding of networking devices such as routers, switches, and firewalls.

Cloud Technologies:

Experience working and troubleshooting in a SaaS cloud environment.
Proven experience debugging and troubleshooting customer-facing API/REST interfaces at both the JSON/HTTPS browser/client side and server-side web service termination, as well as navigating within the backend cloud architecture responsible for fielding the request.
Good understanding of SaaS components and large-scale databases like Cassandra, Kafka, Elasticsearch, Splunk, etc., and the role they play within a cloud service.
Familiarity with cloud orchestration tools like Docker, Kubernetes, etc.
Certification in any common cloud platforms.

📊 Web Portfolio & Project Requirements (N/A for this role)

💵 Compensation & Benefits

Salary Range: NZD 90,000 - 120,000 per year (based on market research for mid-senior level technical support roles in New Zealand)

Benefits:

Remote-friendly and flexible work culture
Market leader in compensation and equity awards
Comprehensive physical and mental wellness programs
Competitive vacation and holidays for recharge
Paid parental and adoption leaves
Professional development opportunities for all employees regardless of level or role
Employee Networks, geographic neighborhood groups, and volunteer opportunities to build connections
Vibrant office culture with world-class amenities
Great Place to Work Certified™ across the globe

🎯 Team & Company Context

🏢 Company Culture

Industry: Cybersecurity

Company Size: Medium (2,001-5,000 employees)

Founded: 2011

Team Structure:

The Technical Support team is part of the larger Customer Success organization.
The team consists of highly skilled and talented individuals who work together to ensure customer satisfaction and drive customer success.
The team collaborates with various internal teams, such as Product, Engineering, and Sales, to resolve customer issues and enhance products.

Development Methodology:

CrowdStrike follows Agile methodologies to deliver high-quality products and services to customers.
The team uses collaborative tools and platforms to manage projects, track progress, and facilitate communication.
Continuous learning and improvement are essential aspects of the company's culture, with regular training and development opportunities available to all employees.

Company Website: CrowdStrike

📝 Enhancement Note: CrowdStrike's company culture emphasizes customer focus, innovation, and collaboration, with a strong commitment to driving customer success.

📈 Career & Growth Analysis

Web Technology Career Level: Mid-Senior level (2-5 years)

Reporting Structure: The Technical Support Engineer reports directly to the Manager, Technical Support.

Technical Impact: This role has a direct impact on customer satisfaction and the overall success of CrowdStrike's products and services. Technical Support Engineers play a crucial role in identifying and resolving customer issues, ensuring that customers receive the most benefit from their investment in CrowdStrike's solutions.

Growth Opportunities:

Technical Growth: Deepen expertise in specific domains, such as SIEM/SOAR, Identity Management, or Cloud Technologies, and take on more complex customer issues and escalations.
Leadership Growth: Develop leadership skills and take on mentoring responsibilities within the team, or transition into a team lead or management role.
Product Growth: Collaborate with product teams to provide customer feedback and contribute to product improvement and development.

📝 Enhancement Note: CrowdStrike offers various growth opportunities for Technical Support Engineers, including technical specialization, leadership development, and product involvement.

🌐 Work Environment

Office Type: Remote (Solely)

Office Location(s): New Zealand - Remote, AUK

Workspace Context:

Remote Work: CrowdStrike's remote work environment allows for flexibility and autonomy, enabling employees to balance work and personal responsibilities effectively.
Collaboration Tools: The team uses various collaboration tools and platforms to communicate, share information, and manage projects, fostering a collaborative and inclusive work environment.
Work-Life Balance: CrowdStrike prioritizes work-life balance, offering competitive vacation and holiday policies, as well as paid parental and adoption leaves.

Work Schedule: Full-time, with a standard workweek of 40 hours, typically Monday through Friday. May be scheduled to work on shifts or holidays as per business requirements.

📝 Enhancement Note: CrowdStrike's remote work environment offers flexibility and autonomy, with a strong focus on work-life balance and collaboration.

📄 Application & Technical Interview Process

Interview Process:

Phone/Screen: A brief phone or video call to assess communication skills and cultural fit.
Technical Assessment: A hands-on technical assessment, focusing on troubleshooting and problem-solving skills within the chosen specialization domain (SIEM/SOAR, Identity Management, or Cloud Technologies).
Behavioral Interview: A structured interview to evaluate problem-solving skills, customer focus, and cultural fit.
Final Interview: A final interview with the hiring manager or a panel of stakeholders to discuss the role, team dynamics, and growth opportunities.

Portfolio Review Tips: N/A (not applicable for this role)

Technical Challenge Preparation:

Brush up on troubleshooting skills and hands-on experience within the chosen specialization domain.
Familiarize yourself with CrowdStrike's products and services, and be prepared to discuss how you can contribute to customer success.
Research CrowdStrike's company culture and values, and be ready to demonstrate your alignment with the organization's mission and goals.

ATS Keywords: See the comprehensive list of relevant keywords provided in the "💻 Primary Responsibilities" section.

📝 Enhancement Note: CrowdStrike's interview process focuses on assessing technical skills, problem-solving abilities, and cultural fit, with a strong emphasis on customer focus and collaboration.

🛠 Technology Stack & Web Infrastructure (N/A for this role)

👥 Team Culture & Values

Web Development Values:

Customer Focus: CrowdStrike prioritizes customer satisfaction and success above all else, ensuring that customers receive the most benefit from their investment in the company's products and services.
Innovation: The company fosters a culture of innovation, encouraging employees to think creatively and challenge the status quo to drive continuous improvement and growth.
Collaboration: CrowdStrike values collaboration and teamwork, with a strong emphasis on cross-functional collaboration and knowledge sharing to drive collective success.
Integrity: The company upholds the highest ethical standards, fostering a culture of honesty, transparency, and accountability.

Collaboration Style:

Cross-Functional Integration: The Technical Support team works closely with various internal teams, such as Product, Engineering, and Sales, to ensure customer issues are resolved quickly and effectively.
Code Review Culture: CrowdStrike encourages a culture of knowledge sharing and continuous learning, with regular code reviews and peer programming sessions to improve technical skills and foster collaboration.
Mentoring and Development: The company offers various mentoring and development opportunities, enabling employees to grow both personally and professionally.

📝 Enhancement Note: CrowdStrike's team culture emphasizes customer focus, innovation, collaboration, and integrity, with a strong commitment to driving customer success and continuous improvement.

⚡ Challenges & Growth Opportunities

Technical Challenges:

SIEM/SOAR: Troubleshoot and resolve complex customer issues related to log management tools, containers, and query languages. Stay up-to-date with the latest trends and best practices in SIEM/SOAR platforms.
Identity Management: Troubleshoot and resolve customer issues related to Windows Servers/Active Directory, MFA, Identity Protection, and Zero Trust solutions. Stay current with authentication protocols and network troubleshooting techniques.
Cloud Technologies: Troubleshoot and resolve customer issues related to SaaS cloud environments, API/REST interfaces, and large-scale databases. Stay informed about the latest trends and best practices in cloud technologies and orchestration tools.

Learning & Development Opportunities:

Technical Skill Development: Deepen expertise in specific domains, such as SIEM/SOAR, Identity Management, or Cloud Technologies, and take on more complex customer issues and escalations.
Conference Attendance: Attend industry conferences and events to stay up-to-date with the latest trends and best practices in technical support and customer success.
Certification: Obtain relevant certifications in SIEM/SOAR platforms, cloud technologies, or other relevant domains to enhance your technical skillset and credibility.
Mentoring: Mentor junior team members and contribute to the development of the next generation of technical support professionals.

📝 Enhancement Note: CrowdStrike offers various technical challenges and growth opportunities for Technical Support Engineers, including technical skill development, conference attendance, certification, and mentoring.

💡 Interview Preparation

Technical Questions:

SIEM/SOAR: Describe your experience working with log management tools that offer self-hosted options and leverage Kafka and/or containers. How have you troubleshot and resolved complex customer issues in this domain?
Identity Management: How have you troubleshooted and resolved customer issues related to Windows Servers/Active Directory, MFA, Identity Protection, and Zero Trust solutions? Can you provide an example of a complex issue you've faced and how you resolved it?
Cloud Technologies: How have you debugged and troubleshot customer-facing API/REST interfaces at both the JSON/HTTPS browser/client side and server-side web service termination? Can you walk us through a complex customer issue you've faced and how you resolved it?

Company & Culture Questions:

How do you stay up-to-date with the latest trends and best practices in technical support and customer success?
Can you describe a time when you went above and beyond to ensure customer satisfaction? What was the outcome?
How do you balance work-life balance while working remotely? What strategies do you use to maintain productivity and focus?

Portfolio Presentation Strategy: N/A (not applicable for this role)

📝 Enhancement Note: CrowdStrike's interview process focuses on assessing technical skills, problem-solving abilities, and cultural fit, with a strong emphasis on customer focus and collaboration.

📌 Application Steps

To apply for this Technical Support Engineer (Remote) position at CrowdStrike:

Submit Your Application: Click on the "Apply Now" button on the CrowdStrike careers page and follow the prompts to submit your application.
Prepare for Phone/Screen: Brush up on your communication skills and be ready to discuss your relevant experience and qualifications.
Research CrowdStrike: Familiarize yourself with CrowdStrike's products, services, and company culture to demonstrate your alignment with the organization's mission and goals.
Prepare for Technical Assessment: Review the technical requirements for the role and brush up on your hands-on experience within your chosen specialization domain (SIEM/SOAR, Identity Management, or Cloud Technologies).
Prepare for Behavioral Interview: Reflect on your problem-solving skills, customer focus, and cultural fit, and be ready to discuss specific examples that demonstrate these qualities.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and web technology industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.

Technical Support Engineer (Remote)