#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 Senior Manager of Technical Support will provide people and technical leadership, managing a team of subject matter experts that provide escalation and collaboration assistance to other Customer Success teams. You will establish and maintain a culture that is customer-focused, collaborative, and built around technical excellence. You and your team will engage directly on critical and complex customer issues, quickly driving to the root cause and resolution of these issues. You will also identify, own, and help drive initiatives related to improvements in process, tools and product supportability.What You'll Do:The Senior Manager of Technical Support will be responsible for leading a team comprised of senior Technical Support Engineers. You will provide oversight of team and individual performance, with direct engagement on customer escalations that require management attention. This role will establish and refine processes, tools, and methods in order to reduce manual effort and improve effectiveness in providing exceptional support to internal and external customers. The right candidate will thrive in a hyper-growth, fast-paced environment and have a deep technical background combined with support leadership experience. A problem-solving attitude with an ability to motivate your team to achieve specific goals are essential skills to perform well in this position.Essential Functions and Tasks:Manage, build and develop a customer-focused team that is comprised of senior technical support engineers and supports a specific set of Crowdstrike products.Assess technical skills of staff, evaluate training needs relative to required skills, and develop on-going training programs to further enhance knowledge and career development.Make decisions quickly, often with limited information, based on a solid understanding of security principles and best practices.Follow up with customers in response to CSAT survey results and identify tech support problem areas for improvement and, if warranted, implement corrective actions.Drives the importance of customer service and establishes the Customer Success cultural cornerstones of passion, knowledge, excellence and advocacy.Recruit, develop and build top technical talent with exceptional soft and technical skills in order to provide world class customer service.Additional Responsibilities:Manage key relationships (Sales, Engineering, Product Management, and other Customer Success teams) to ensure servicer responsibilities are aligned and delivered to business and stakeholder requirements.Ensure team objectives and service levels are met, measuring and improving performance against them.Establish best practices across the entire Global Support organization, driving the implementation of continuous improvement initiatives.What You'll Need:Bachelor’s Degree or equivalent7+ years of experience in a support leadership role, managing senior technical resources.Solid technical expertise and aptitude in related technologies such as enterprise web technologies, security and cutting-edge infrastructures.Project management and problem solving capabilities experience, owning and driving worldwide initiatives.Excellent written and verbal communications skills.Outstanding customer facing skills that can help manage customer escalations by communicating to various levels of technical and management stakeholders, both externally and internally.#LI-Remote#LI-RlBenefits of Working at CrowdStrike:Remote-first cultureMarket leader in compensation and equity awardsCompetitive vacation and flexible working arrangements Comprehensive and inclusive health benefitsPhysical and mental wellness programsPaid parental leave, including adoption A variety of professional development and mentorship opportunitiesOffices with stocked kitchens when you need to fuel innovation and collaborationWe 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.CrowdStrike, Inc. is committed to fair and equitable compensation practices. The base salary range for this position in the U.S. is $95,000 - $185,000 per year + variable/incentive compensation + equity + benefits. A candidate’s salary is determined by various factors including, but not limited to, relevant work experience, skills, certifications and location.CrowdStrike participates in the E-Verify program. Notice of E-Verify Participation Right to Work
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