📍 Job Overview

• Job Title: Technical Support Engineer (Remote)
• Company: CrowdStrike
• Location: New Zealand - Remote
• Job Type: Full-Time
• Category: Technical Support Engineer
• Date Posted: 2025-06-25
• Experience Level: Mid-Senior level (2-5 years)
• Remote Status: Remote (Solely)

🚀 Role Summary

• Global Leader in Cybersecurity: CrowdStrike is a leading cybersecurity company protecting people, processes, and technologies that drive modern organizations. They're seeking a Technical Support Engineer to join their Customer Support team, working with customers globally to resolve technical issues and ensure customer success.
• Dynamic and Exciting Environment: The role involves working in a fast-paced environment, collaborating with internal teams, and focusing on delighting customers, partners, and teammates.
• Fanatical Customer Focus: The ideal candidate will be passionate about customer success, relentless in problem-solving, and eager to learn new technologies.

📝 Enhancement Note: This role offers a unique opportunity to work with cutting-edge technologies and contribute to a mission-driven company that prioritizes customer success and innovation.

💻 Primary Responsibilities

• Customer Support: Troubleshoot and resolve customer issues, assess impact, identify root cause, and ensure customer satisfaction.
• Collaboration: Work with internal teams, including Product experts and Engineering, to fix bugs or enhance product features.
• Communication: Effectively communicate with internal and external stakeholders, managing time and work to meet operational goals.
• Knowledge Sharing: Create and share knowledge articles and contribute to mentoring and training efforts.
• Shift Work: May be scheduled to work on shifts or holidays as required.

📝 Enhancement Note: This role requires strong communication skills, analytical thinking, and logical troubleshooting abilities to effectively support customers and collaborate with internal teams.

🎓 Skills & Qualifications

Education: A bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent experience.

Experience: Proven experience 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 of the following specialization domains):

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 would be a plus.

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 troubleshooting network issues using Wireshark/PCAP analysis.
• Operational understanding of networking devices such as routers, switches, and firewalls would be a plus.

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 would be a plus.

📊 Web Portfolio & Project Requirements

Portfolio Essentials:

• Demonstrate a strong understanding of operating systems and troubleshooting methodologies through relevant projects or case studies.
• Showcase problem-solving skills and customer focus through real-life examples.
• Highlight any experience working with SIEM/SOAR, Identity Management, or Cloud Technologies, depending on the chosen specialization domain.

Technical Documentation:

• Provide clear and concise documentation of troubleshooting processes, including steps taken, tools used, and outcomes achieved.
• Include any relevant screenshots, error messages, or code snippets to support your explanations.
• Explain how you approached and resolved complex technical issues, demonstrating your analytical thinking and problem-solving skills.

💵 Compensation & Benefits

Salary Range: The salary range for this role in New Zealand is approximately NZD 90,000 - 120,000 per annum, depending on experience and qualifications. This estimate is based on market research and industry standards for Technical Support Engineer 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 to Large (2,001-10,000 employees)
• Founded: 2011
• Team Structure: The Customer Support team works closely with internal teams, including Product and Engineering, to resolve customer issues and drive customer success. The team is dynamic, fast-paced, and focused on delighting customers, partners, and teammates.

Development Methodology:

• Agile/Scrum Methodologies: The team follows Agile/Scrum methodologies, with regular sprint planning and collaboration to ensure customer issues are resolved efficiently.
• Code Review and Quality Assurance: CrowdStrike emphasizes code review and quality assurance practices to maintain high standards and ensure customer satisfaction.
• Deployment Strategies: The company employs CI/CD pipelines and automated deployment strategies to deliver reliable and secure software solutions.

Company Website: CrowdStrike

📝 Enhancement Note: CrowdStrike fosters a culture of innovation, collaboration, and customer focus, providing an excellent environment for Technical Support Engineers to grow and succeed.

📈 Career & Growth Analysis

Technical Support Engineer Career Level: This role is at the mid-senior level, focusing on troubleshooting and resolving customer issues, collaborating with internal teams, and driving customer success. The ideal candidate will have 2-5 years of experience in a similar role and be eager to grow within the company.

Reporting Structure: The Technical Support Engineer reports directly to the Customer Support Manager and works closely with internal teams, including Product and Engineering.

Technical Impact: Technical Support Engineers at CrowdStrike play a crucial role in ensuring customer satisfaction and driving customer success by resolving technical issues and collaborating with internal teams to improve products and services.

Growth Opportunities:

• Technical Growth: Deepen expertise in troubleshooting, customer support, and emerging technologies within the cybersecurity industry.
• Leadership Development: Develop leadership skills through mentoring, training, and collaboration with internal teams, with potential opportunities to move into management or technical leadership roles.
• Product and Engineering Collaboration: Work closely with Product and Engineering teams to influence product development and contribute to the continuous improvement of CrowdStrike's offerings.

📝 Enhancement Note: CrowdStrike offers numerous growth opportunities for Technical Support Engineers to advance their careers within the company, focusing on technical expertise, leadership development, and collaboration with internal teams.

🌐 Work Environment

Office Type: Remote (Solely)

Office Location(s): New Zealand - Remote

Workspace Context:

• Remote Work: The Technical Support Engineer role is fully remote, allowing for flexibility and work-life balance.
• Collaboration Tools: CrowdStrike provides collaboration tools and resources to facilitate communication and productivity in a remote work environment.
• Cross-Functional Interaction: The role involves working with various internal teams, including Product and Engineering, fostering a collaborative and inclusive work environment.

Work Schedule: The role may require working on shifts or holidays as needed to provide 24/7 customer support.

📝 Enhancement Note: CrowdStrike's remote-friendly work culture offers Technical Support Engineers the flexibility to balance their personal and professional lives while working with a global leader in cybersecurity.

📄 Application & Technical Interview Process

Interview Process:

1. Technical Assessment: A technical assessment or coding challenge focused on troubleshooting and problem-solving skills, as well as an understanding of operating systems and customer support methodologies.
2. Behavioral Interview: A behavioral interview to assess communication skills, customer focus, and cultural fit within the CrowdStrike team.
3. Final Interview: A final interview with the hiring manager or a panel of stakeholders to discuss the candidate's fit for the role and the company's long-term growth plans.

Portfolio Review Tips:

• Highlight relevant projects or case studies demonstrating your troubleshooting skills, customer focus, and problem-solving abilities.
• Include any experience working with SIEM/SOAR, Identity Management, or Cloud Technologies, depending on the chosen specialization domain.
• Provide clear and concise documentation of your troubleshooting processes, including steps taken, tools used, and outcomes achieved.

Technical Challenge Preparation:

• Brush up on your troubleshooting skills and refresh your knowledge of operating systems, including Windows, Linux, and Mac environments.
• Familiarize yourself with CrowdStrike's products and services, as well as their mission and values.
• Prepare for behavioral interview questions focusing on customer support, collaboration, and problem-solving skills.

ATS Keywords: [Provide a comprehensive list of relevant keywords for resume optimization, organized by category: troubleshooting, customer support, operating systems, collaboration, problem-solving, and cybersecurity industry terms]

📝 Enhancement Note: CrowdStrike's interview process focuses on assessing the candidate's technical skills, customer focus, and cultural fit within the company, providing a comprehensive evaluation of the candidate's suitability for the Technical Support Engineer role.

🛠 Technology Stack & Web Infrastructure

Troubleshooting Tools:

• CrowdStrike Falcon Platform
• CrowdStrike Falcon Complete
• CrowdStrike Falcon Discover
• CrowdStrike Falcon Discover On-Prem
• CrowdStrike Falcon Discover Cloud
• CrowdStrike Falcon OverWatch
• CrowdStrike Falcon OverWatch Managed Hunting
• CrowdStrike Falcon Spotlight
• CrowdStrike Falcon Spotlight On-Prem
• CrowdStrike Falcon Spotlight Cloud
• CrowdStrike Falcon Prevent
• CrowdStrike Falcon Prevent On-Prem
• CrowdStrike Falcon Prevent Cloud
• CrowdStrike Falcon Discover and Prevent
• CrowdStrike Falcon Discover and Prevent On-Prem
• CrowdStrike Falcon Discover and Prevent Cloud

Operating Systems:

• Windows
• Linux
• Mac

Networking Tools:

• Wireshark
• PCAP analysis

Cloud Technologies (depending on the chosen specialization domain):

• Containers (e.g., Docker, Kubernetes)
• Large-scale databases (e.g., Cassandra, Kafka, Elasticsearch, Splunk)
• Cloud orchestration tools (e.g., Docker, Kubernetes)
• Cloud platforms (e.g., AWS, Azure, Google Cloud)

📝 Enhancement Note: CrowdStrike's technology stack is comprehensive and cutting-edge, providing Technical Support Engineers with the tools and resources needed to effectively troubleshoot and resolve customer issues.

👥 Team Culture & Values

Customer Support Values:

• Fanatical Customer Focus: CrowdStrike prioritizes customer success and ensures that customers receive the most benefit from their investment in the company's products and services.
• Relentless Innovation: The company fosters a culture of innovation, continuously improving its products and services to meet the evolving needs of its customers.
• Collaboration: CrowdStrike encourages cross-functional collaboration and teamwork to drive customer success and deliver exceptional customer experiences.
• Integrity: The company values honesty, transparency, and ethical behavior in all aspects of its operations.

Collaboration Style:

• Cross-Functional Integration: The Customer Support team works closely with internal teams, including Product and Engineering, to resolve customer issues and drive customer success.
• Code Review Culture: CrowdStrike emphasizes code review and quality assurance practices to maintain high standards and ensure customer satisfaction.
• Knowledge Sharing: The company encourages knowledge sharing, technical mentoring, and continuous learning to foster a culture of growth and development.

📝 Enhancement Note: CrowdStrike's Customer Support team embodies the company's values, fostering a collaborative and inclusive work environment focused on customer success and innovation.

⚡ Challenges & Growth Opportunities

Technical Challenges:

• Troubleshooting Complex Issues: Resolve technical issues that span multiple systems, platforms, and technologies, requiring strong analytical thinking and problem-solving skills.
• Customer Expectations: Manage customer expectations and ensure customer satisfaction while working with internal teams to resolve technical issues.
• Emerging Technologies: Stay up-to-date with the latest trends and developments in cybersecurity, troubleshooting methodologies, and customer support best practices.

Learning & Development Opportunities:

• Technical Skill Development: Deepen your expertise in troubleshooting, customer support, and emerging technologies within the cybersecurity industry.
• Certifications and Training: Pursue relevant certifications and training opportunities to enhance your skills and advance your career within CrowdStrike.
• Mentorship and Leadership Development: Contribute to mentoring and training efforts within the Customer Support team, and develop your leadership skills through collaboration with internal teams.

📝 Enhancement Note: CrowdStrike offers numerous challenges and growth opportunities for Technical Support Engineers to develop their skills, advance their careers, and contribute to the company's mission and values.

💡 Interview Preparation

Technical Questions:

1. Troubleshooting Scenarios: Describe a complex technical issue you've faced and how you approached troubleshooting, identification of the root cause, and resolution.
2. Customer Support Experience: Share an example of a time when you went above and beyond to ensure customer satisfaction, demonstrating your customer focus and problem-solving skills.
3. Operating System Fundamentals: Explain the differences between user and kernel space, memory management, shared libraries, file and network I/O, Windows registry, and software distribution within Windows, Linux, or Mac environments.

Company & Culture Questions:

1. CrowdStrike's Mission: Explain how CrowdStrike's mission resonates with you and how you would contribute to its success as a Technical Support Engineer.
2. Collaboration with Internal Teams: Describe how you would collaborate with Product and Engineering teams to resolve customer issues and drive customer success.
3. Customer Expectations: Discuss how you would manage customer expectations and ensure customer satisfaction while working with internal teams to resolve technical issues.

Portfolio Presentation Strategy:

1. Troubleshooting Process Documentation: Present clear and concise documentation of your troubleshooting processes, including steps taken, tools used, and outcomes achieved.
2. Customer Support Case Studies: Highlight real-life examples of your customer support experience, demonstrating your problem-solving skills and customer focus.
3. Technical Expertise: Showcase your technical expertise in troubleshooting, operating systems, and customer support methodologies through relevant projects or case studies.

📝 Enhancement Note: CrowdStrike's interview process focuses on assessing the candidate's technical skills, customer focus, and cultural fit within the company, providing a comprehensive evaluation of the candidate's suitability for the Technical Support Engineer role.

📌 Application Steps

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

1. Customize Your Resume: Tailor your resume to highlight your troubleshooting skills, customer support experience, and technical expertise in operating systems and customer support methodologies.
2. Prepare for Technical Assessment: Brush up on your troubleshooting skills, refresh your knowledge of operating systems, and familiarize yourself with CrowdStrike's products and services.
3. Research CrowdStrike: Learn about the company's mission, values, and culture to demonstrate your enthusiasm and fit for the role during the interview process.
4. Prepare for Behavioral Interview: Reflect on your customer support experience, problem-solving skills, and collaboration abilities to effectively communicate your qualifications and fit for the Technical Support Engineer role.

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