Technical Support Engineer (Remote) at CrowdStrike

📍 Job Overview

Job Title: Technical Support Engineer (Remote)
Company: CrowdStrike
Location: NZD Remote, AUK
Job Type: Full-Time
Category: Customer Support, Technical Support
Date Posted: 2025-07-28
Experience Level: Mid-Senior level (2-5 years of experience)
Remote Status: Remote (Global)

🚀 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, logical troubleshooting, operating systems (Windows, Linux, Mac), debugging, SIEM, SOAR, identity management, cloud technologies, API, REST, networking.

📝 Enhancement Note: This role requires a strong customer focus and excellent communication skills to effectively manage customer concerns and resolve technical issues.

💻 Primary Responsibilities

Customer Support: Troubleshoot and resolve customer issues, assess impact, identify root cause, and resolve to 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, manage time, and meet operational goals.
Learning & Development: Learn cutting-edge technologies and new product features, create/share knowledge articles, and contribute to mentoring/training efforts.
Shift Work: May be scheduled to work on shifts or holidays as per business requirements.

📝 Enhancement Note: This role requires strong problem-solving skills, adaptability, and the ability to work in a high-energy, fast-paced environment.

🎓 Skills & Qualifications

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

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
Logical troubleshooting aptitude
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
Good understanding of SaaS components and large-scale databases like Cassandra, Kafka, Elasticsearch, Splunk, etc.
Familiarity with cloud orchestration tools like Docker, Kubernetes, etc.
Certification in any common cloud platforms

📊 Web Portfolio & Project Requirements

Portfolio Essentials: A well-structured portfolio demonstrating your technical support skills, problem-solving abilities, and customer focus.
Technical Documentation: Detailed case studies showcasing your troubleshooting process, root cause analysis, and resolution steps. Include any relevant screenshots, error messages, and code snippets.

📝 Enhancement Note: Highlight your ability to work with diverse teams and adapt to different technologies in your portfolio.

💵 Compensation & Benefits

Salary Range: $80,000 - $120,000 USD per year (Based on experience and location)

Benefits:

Remote-friendly and flexible work culture
Market-leading 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
Employee networks, geographic neighborhood groups, and volunteer opportunities to build connections
Vibrant office culture with world-class amenities

📝 Enhancement Note: Salary range is estimated based on market research and company size. Actual salary may vary based on individual qualifications and location.

🎯 Team & Company Context

🏢 Company Culture

Industry: Cybersecurity

Company Size: Medium (1,001-5,000 employees)

Founded: 2011

Team Structure:

Global customer support teams
Cross-functional collaboration with product, engineering, and sales teams
Remote-friendly work culture with global presence

Development Methodology:

Agile/Scrum methodologies for sprint planning and customer success
Collaborative troubleshooting and issue resolution processes
Regular knowledge sharing and training sessions

Company Website: CrowdStrike

📝 Enhancement Note: CrowdStrike's culture emphasizes customer success, innovation, and collaboration, with a strong focus on continuous learning and improvement.

📈 Career & Growth Analysis

Technical Support Engineer Role: Troubleshoot and resolve customer issues, collaborate with internal teams, and ensure customer satisfaction.

Reporting Structure: Reports directly to the Customer Support Manager or Team Lead.

Technical Impact: Directly impacts customer satisfaction, product improvement, and company reputation.

Growth Opportunities:

Technical Lead: Develop expertise in specific technologies, mentor junior team members, and drive technical decision-making.
Customer Success Manager: Transition into a customer-facing role, focusing on customer retention, upselling, and account management.
Product Management: Leverage your technical background to influence product development and roadmaps.

📝 Enhancement Note: Growth opportunities depend on individual performance, company needs, and market trends in the cybersecurity industry.

🌐 Work Environment

Office Type: Remote-friendly, with global offices and a strong focus on virtual collaboration.

Office Location(s): Global, with a significant presence in North America, Europe, and Asia-Pacific.

Workspace Context:

Remote work environment with flexible hours and shift-based scheduling
Collaborative tools for communication, project management, and knowledge sharing
Access to relevant software, hardware, and resources for troubleshooting and issue resolution

Work Schedule: Flexible, with a focus on customer support availability and time zone coverage.

📝 Enhancement Note: CrowdStrike's remote-friendly work culture enables employees to balance work and personal responsibilities while maintaining a strong focus on customer success.

📄 Application & Technical Interview Process

Interview Process:

Phone/Screen: A brief conversation to assess communication skills, customer focus, and technical aptitude.
Technical Assessment: A hands-on exercise or case study to evaluate troubleshooting skills, problem-solving abilities, and customer focus.
Behavioral Interview: A discussion to assess cultural fit, adaptability, and long-term potential.
Final Interview: A conversation with the hiring manager or customer support leadership to discuss the role, team dynamics, and career growth opportunities.

Portfolio Review Tips:

Highlight your ability to work with diverse teams and adapt to different technologies.
Include detailed case studies demonstrating your troubleshooting process, root cause analysis, and resolution steps.
Showcase your customer focus and problem-solving abilities through real-life examples.

Technical Challenge Preparation:

Brush up on your operating system fundamentals, debugging techniques, and troubleshooting skills.
Familiarize yourself with CrowdStrike's products, services, and customer support processes.
Prepare for behavioral interview questions focusing on customer focus, adaptability, and problem-solving.

ATS Keywords:

Programming Languages: N/A (focus on operating system fundamentals and troubleshooting)
Web Frameworks: N/A
Server Technologies: Windows, Linux, Mac
Databases: N/A
Tools: SIEM, SOAR, Identity Management, Cloud Technologies, API, REST, Networking
Methodologies: Agile, Scrum, Customer Support, Troubleshooting
Soft Skills: Customer Focus, Communication, Problem-Solving, Adaptability
Industry Terms: Cybersecurity, Technical Support, Customer Success, Customer Satisfaction

📝 Enhancement Note: Tailor your resume and portfolio to highlight relevant keywords and demonstrate your proficiency in the required skills and technologies.

🛠 Technology Stack & Web Infrastructure

Operating Systems: Windows, Linux, Mac

Troubleshooting Tools: SIEM, SOAR, Identity Management, Cloud Technologies, API, REST, Networking

Collaboration Tools: CrowdStrike's proprietary tools, ticketing systems, and customer relationship management (CRM) software

📝 Enhancement Note: Familiarize yourself with CrowdStrike's technology stack and troubleshooting tools to demonstrate your proficiency during the interview process.

👥 Team Culture & Values

Customer Success: CrowdStrike's top priority is ensuring customer satisfaction, driving customer success, and maintaining a strong customer focus.

Innovation: CrowdStrike fosters a culture of continuous learning, improvement, and innovation to stay ahead in the rapidly evolving cybersecurity landscape.

Collaboration: CrowdStrike values cross-functional collaboration, knowledge sharing, and teamwork to drive customer success and company growth.

Employee Development: CrowdStrike invests in employee development, providing professional growth opportunities, training, and mentoring programs.

📝 Enhancement Note: CrowdStrike's culture emphasizes customer success, innovation, and collaboration, with a strong focus on employee development and growth.

⚡ Challenges & Growth Opportunities

Technical Challenges:

SIEM/SOAR: Troubleshoot and resolve issues related to log management, container administration, and query language proficiency.
Identity Management: Troubleshoot and resolve issues related to Windows Servers/Active Directory, MFA, authentication protocols, and network device configuration.
Cloud Technologies: Troubleshoot and resolve issues related to SaaS cloud environments, API/REST interfaces, and large-scale databases.

Learning & Development Opportunities:

Technical Skill Development: Enhance your expertise in specific technologies, attend industry conferences, and obtain relevant certifications.
Leadership Development: Develop your leadership skills through mentoring, team management, and architecture decision-making opportunities.
Product Management: Leverage your technical background to influence product development, roadmaps, and customer success strategies.

📝 Enhancement Note: CrowdStrike's challenges and growth opportunities depend on individual performance, company needs, and market trends in the cybersecurity industry.

💡 Interview Preparation

Technical Questions:

Operating System Fundamentals: Demonstrate your understanding of user and kernel space, memory management, shared libraries, file and network I/O, Windows registry, and software distribution.
Troubleshooting Techniques: Explain your troubleshooting process, root cause analysis, and resolution steps for various operating system issues.
Customer Focus: Describe your approach to managing customer concerns, assessing impact, and ensuring customer satisfaction.

Company & Culture Questions:

CrowdStrike's Products & Services: Demonstrate your understanding of CrowdStrike's products, services, and customer support processes.
Customer Success: Explain your approach to driving customer success, retention, and upselling opportunities.
Team Dynamics: Describe your experience working with diverse teams, adapting to different technologies, and collaborating with internal stakeholders.

Portfolio Presentation Strategy:

Case Studies: Present detailed case studies demonstrating your troubleshooting process, root cause analysis, and resolution steps for various customer issues.
Customer Focus: Highlight your ability to work with diverse teams, adapt to different technologies, and ensure customer satisfaction.
Problem-Solving: Showcase your problem-solving abilities, adaptability, and long-term potential through real-life examples.

📝 Enhancement Note: Tailor your interview preparation to CrowdStrike's technology stack, customer support processes, and company culture to demonstrate your fit for the role.

📌 Application Steps

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

Submit Your Application: Click the application link and submit your resume, highlighting relevant skills, experiences, and achievements.
Prepare Your Portfolio: Customize your portfolio to showcase your technical support skills, problem-solving abilities, and customer focus. Include detailed case studies demonstrating your troubleshooting process, root cause analysis, and resolution steps.
Research CrowdStrike: Familiarize yourself with CrowdStrike's products, services, customer support processes, and company culture. Prepare for behavioral interview questions focusing on customer focus, adaptability, and problem-solving.
Prepare for Technical Assessment: Brush up on your operating system fundamentals, debugging techniques, and troubleshooting skills. Familiarize yourself with CrowdStrike's technology stack and troubleshooting tools.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and technical support industry-standard assumptions. All details should be verified directly with CrowdStrike before making application decisions.

Technical Support Engineer (Remote)