• Bachelor’s Degree or equivalent
• Technical expertise on Windows, Mac, or Linux platforms
• 2+ years of customer support, technical support, system administration or related customer facing role
• Proven experience supporting and troubleshooting API, application integrations, connectors, etc
• Experience with leading SIEM platforms
• Expertise 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

Desirable

• 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