Technical Support Engineer - GovCloud (Remote)

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

The ideal Technical Support Engineer candidate is passionate about technology and customers. A true problem solver, the Technical Support Engineer will provide well-thought out and reliable direction, both in technical and non-technical terms, to help GovCloud customers integrate, deploy and maintain the CrowdStrike service.

What You’ll Do

You will take ownership of customer issues, including:

• initial troubleshooting
• identification of root cause
• issue resolution or escalation
• identifying and escalating priority issues that need immediate attention

Must meet or exceed customer expectations on response quality, timeliness of responses and overall customer experience.

You will serve as an internal and external point of contact on customer escalations and ensure customer issues are being resolved as expediently as possible.

You will collect information and document bugs with Sr. TSE and/or Engineering for product issues that are impacting customers.

Technical Support engineers also create the process or troubleshooting documentation in the Support knowledge base.

We believe in pushing creative thinking beyond the boundaries of existing industry standard practices to come up with process improvements and new ways to delight customers.

What You’ll Need

• 3+ years of customer support, technical support, system administration or related customer facing role.
• Knowledgeable in the Windows environment, including Windows Service and Workstation, troubleshooting and diagnosing low-level operating systems and network issues.
• Passion for solving customer issues and advocating for their success, in a fast-paced, highly technical environment.
• Ability to learn new technologies quickly.
• Excellent relationship management, customer service and communication skills in a variety of forms (written, live chat, conference calls, in-person.)
• Ability to work independently with little direct supervision and as a part of a team.
• Outstanding analytical and organizational abilities.
• Ability to remain calm, composed and articulate when dealing with tough customer situations.
• Experience with Docker/Kubernetes troubleshooting
• Experience with Splunk, Terraform/Ansible, Helm, AWS, GCP, Azure
• Experience with troubleshooting Windows and Unix (Linux and/or Mac)
• Fluency with REST API
• Familiarity with CJIS and FedRAMP compliance frameworks
• Proven experience utilizing AI technologies to enhance decision-making, streamline workflows and processes, improve efficiency and drive business outcomes.

Bonus Points

• Familiarity with MITRE ATT&CK Framework
• Familiarity with cybersecurity best practices
• Experience supporting Kernel level security solutions
• Experience supporting hybrid environments
• Experience supporting security applications such as AV, VPN, Firewall, proxy.
• Experience with Salesforce, Jira, Confluence, and Slack
• MCP or other industry certifications a plus

This role will require the candidate to periodically undergo and pass additional background and fingerprint check(s) consistent with government customer requirements.

Benefits of Working at CrowdStrike

• 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

CrowdStrike is proud to be an equal opportunity employer. We are committed to fostering a culture of belonging where everyone is valued for who they are and empowered to succeed. We support veterans and individuals with disabilities through our affirmative action program. CrowdStrike is committed to providing equal employment opportunity for all employees and applicants for employment.

The Company does not discriminate in employment opportunities or practices on the basis of race, color, creed, ethnicity, religion, sex (including pregnancy or pregnancy-related medical conditions), sexual orientation, gender identity, marital or family status, veteran status, age, national origin, ancestry, physical disability (including HIV and AIDS), mental disability, medical condition, genetic information, membership or activity in a local human rights commission, status with regard to public assistance, or any other characteristic protected by law. We base all employment decisions--including recruitment, selection, training, compensation, benefits, discipline, promotions, transfers, lay-offs, return from lay-off, terminations and social/recreational programs--on valid job requirements.

Notice of E-Verify Participation. Right to Work. CrowdStrike, Inc. is committed to fair and equitable compensation practices.

CrowdStrike participates in the E-Verify program.

The base salary range for this position for all U.S. candidates is $70,000 - $110,000 per year, with eligibility for bonuses, equity grants and a comprehensive benefits package that includes health insurance, 401k and paid time off.

CrowdStrike was founded in 2011 to fix a fundamental problem: The sophisticated attacks that were forcing the world’s leading businesses into the headlines could not be solved with existing malware-based defenses. Founder George Kurtz realized that a brand new approach was needed — one that combines the most advanced endpoint protection with expert intelligence to pinpoint the adversaries perpetrating the attacks, not just the malware. There’s much more to the story of how Falcon has redefined endpoint protection but there’s only one thing to remember about CrowdStrike: We stop breaches.