Technical Support Engineer - Cloud (Remote, GBR)

As a global leader in cybersecurity, CrowdStrike protects the people, processes and technologies that drive modern organizations. Since 2011, our mission hasn’t changed — we’re here to stop breaches, and we’ve redefined modern security with the world’s most advanced AI-native platform. We work on large scale distributed systems, processing almost 3 trillion events per day and this traffic is growing daily. Our customers span all industries, and they count on CrowdStrike to keep their businesses running, their communities safe and their lives moving forward. We're proud to work for a mission-driven company leveraging AI to transform the way we work. CrowdStrikers drive their careers through flexibility and autonomy while also being expected to contribute to a culture of responsible AI adoption, experimentation, and innovation. We use an AI-first mindset as a force multiplier to proactively and continuously accelerate execution, build expertise, uncover insights, and solve complex problems. We’re always looking to add talented CrowdStrikers to the team who have limitless passion, a relentless focus on innovation and a fanatical commitment to our customers, our community and each other. Ready to join a mission that matters? The future of cybersecurity starts with you.

About the Role:

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 recognised 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.

What You'll Do:

• Serves as customer liaison with internal CrowdStrike stakeholders to ensure needed customer feedback is adequately documented and assessed by internal parties.
• Resolves customer problems via telephone, email, chat or remote access.
• Research customers’ technical issues in a timely manner and follow up with recommendations and action plans.
• Escalates cases to management when customer satisfaction comes into question.
• Participates in functional groups to identify and drive resolution for escalated cases.
• Contribute and utilize internal technical expertise, including development engineers, knowledge base, and other internal tools to provide the most effective solutions to customer issues.
• Create knowledge base content and systems to capture new learning for reuse throughout the company and user base.
• Lead technical communications within the team to share best practices and knowledge.
• Provide well-thought out and reliable direction, both in technical and non-technical terms, to help customers integrate, deploy and maintain the CrowdStrike service.
• Take end-to-end ownership of customer issues, including initial troubleshooting, identification of root cause and issue resolution.
• Exceeds customer expectations on response quality, timeliness of responses and overall customer experience.
• Serve as an internal point of contact on customer escalations and ensure customer issues are resolved as expediently as possible.
• Collect information and document bugs with Engineering for product issues that are impacting customers.
• Pushes creative thinking beyond the boundaries of existing industry standard practices to come up with process improvements to delight customers.
• Subject Matter Expert on one key product feature.