#WeAreCrowdStrike and our mission is to stop breaches. As a global leader in cybersecurity, our team changed the game. Since our inception, our market leading cloud-native platform has offered unparalleled protection against the most sophisticated cyberattacks. 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 recognized 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.About the Role:The ideal Escalation Engineer is passionate about technology and customers. A true problem solver, the Escalation Engineer will take personal ownership in seeing a problem through to resolution. You will understand IT environments across heterogeneous operating environments. You will be comfortable speaking with security, engineering, sales, as well as customer operation teams. Candidates must have a broad and advanced technical depth and a customer-first mentality, the desire to take the initiative to own and resolve customer issues, and interest in working in a fast paced, high growth, learning environment.Responsibilities:Willing to work as a part of a high caliber small team and make a difference.Be the voice of our customers.Be a Technical Leader within our business.Perform as an escalation point within the Support Team.Investigate, troubleshoot, debug, and resolve our clients most challenging and critical technical issues.Work closely with Development Engineering teams to drive effective solutions for customer found issues.As needed, replicate customer found issues.Provide updates to Management and field teams on critical escalations.Identify trends and emerging issues that have potential to impact our customers.Maintain line of communication between engineering and support teams during system down / high severity issues.Train and mentor engineers in the Support Team to improve our technical capabilities.Ensure readiness to support new product releases.What You'll Need:5+ years’ experience working within a Technical Support team, including in an escalation role, directly supporting Enterprise customersGood understanding of general Operating System principals including; kernel and user scheduling and memory management, file systems and file IO, networking, system calls, etc.Hands on experience debugging and troubleshooting within Linux environment in both kernel and user space including; diagnosing performance issues, memory leaks, crashes, etc.Experienced in using log inspection and Linux tooling to diagnose complex issuesExperience using scripting languages such as Bash, Python, etc. to develop diagnostic scripts and other customer-facing automation to help gather more targeted information relevant to failuresFamiliarity with Docker and container orchestration tooling like KubernetesKnowledge of cloud computing concepts and experience using AWS, AZURE or GCP services. Excellent packet level understanding of TCP/IP and associated protocols, and using diagnostic tools like Wireshark to assist in problem solvingPassion for solving customer issues and advocating for their success, in a fast-paced, highly technical environmentAbility and drive to learn new technologies quicklyExcellent relationship management, customer service and communication skills in a variety of forms (written, live chat, conference calls, in-person).Able to communicate, collaborate, and work effectively within a distributed team.Outstanding analytical and organizational abilitiesAbility to remain calm, composed and articulate when dealing with tough customer situationsNice to haves:Troubleshooting and diagnostic skills in Windows or Mac environmentsAbility to navigate development tooling – Jira, Git repositories, etc.Understanding of APIs and RESTComputer Security related experience especially within Endpoint Protection spaceExperience working and troubleshooting in a SaaS cloud environment.Operational understanding of networking devices such as Routers, Switches and FirewallsExperience searching within Splunk, Kabana, etc.Ability to read source code; C variants (++, #), Golang, Python, etc.Understanding of software architectureCertifications; Linux, Cloud, Kubernetes, etc.Qualifications:Bachelor’s Degree or equivalent work experience#LI-NR1Benefits of Working at CrowdStrike:Remote-first cultureMarket leader in compensation and equity awards with option to participate in ESPP in eligible countriesCompetitive vacation and flexible working arrangementsPhysical and mental wellness programs Paid parental leave, including adoption A variety of professional development and mentorship opportunitiesAccess to CrowdStrike University, LinkedIn Learning and JhannaOffices with stocked kitchens when you need to fuel innovation and collaborationBirthday time-off in your local countryWork with people who are passionate in our mission and Great Place to Work certified across Asia PacificWe are committed to fostering a culture of belonging where everyone feels seen, heard, valued for who they are and empowered to succeed. Our approach to cultivating a diverse, equitable, and inclusive culture is rooted in listening, learning and collective action. By embracing the diversity of our people, we achieve our best work and fuel innovation - generating the best possible outcomes for our customers and the communities they serve.CrowdStrike is committed to maintaining an environment of Equal Opportunity and Affirmative Action. If you need reasonable accommodation to access the information provided on this website, please contact Recruiting@crowdstrike.com, for further assistance.
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