Sr. Technical Support Engineer - LogScale (Remote)

#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:

Falcon LogScale (formerly Humio) is changing the way people think about advanced log management and streaming observability to empower DevOps, ITOps, Security and more. We’ve built a curious, driven, passionate team of people that together define how we’ll achieve our vision. Now we are ready for you: an inspired and attentive Technical Support Engineer with experience providing technical customer support. 

What You'll Do:

• Manage queue & tickets in a timely manner, bringing product/domain knowledge for faster resolution.

• Respond to customer emergencies as part of our PagerDuty rotation.

• Assist teammates with troubleshooting, serving as a mentor to junior team members.

• Developing new troubleshooting techniques & processes.

• Contribute to our internal docs and our customer-facing knowledge base.

• Work cross-functionally to diagnose/debug operations-related problems for existing customers.

• Escalate to and resolve issues with the Tier 3, Product, and Engineering teams.

• Assist support leadership in improving the speed and efficacy of our customer operations.

What You'll Need:

• 3+ years of experience providing technical customer support in a B2B SaaS company.

• A demonstrated track record of providing prompt and compassionate customer care, using your well-rounded technical and analytical skills.

• Strong written and verbal communication.

• A deep love of learning and a passion for solving problems.

• Skilled at educating while problem solving.

• Deep empathy for technical and non-technical users.

• Competence at ticket tracking & handling.

• Ability to solve problems using your knowledge of all/some of: Linux systems, command-line navigation & shell scripting, programming languages, logging & orchestration tools.

• A demonstrated ability to work independently.

• An eye for detail and a hunger to master and/or improve the systems you work with everyday.

Bonus Points:

• Regex familiarity

• Distributed data stores (such as Kafka)

• Data shipping services

• Cloud administration

• Directory servers

• Authentication providers

• Container orchestration (such as Kubernetes and Ansible)

• Virtualization (such as Docker)

#LI-Remote

#LI-RL1

Benefits of Working at CrowdStrike:

• Remote-first culture

• Market leader in compensation and equity awards

• Competitive vacation and flexible working arrangements 

• Comprehensive and inclusive health benefits

• Physical and mental wellness programs

• Paid parental leave, including adoption 

• A variety of professional development and mentorship opportunities

• Offices with stocked kitchens when you need to fuel innovation and collaboration

CrowdStrike is proud to be an equal opportunity and affirmative action employer. We are committed to fostering a culture of belonging where everyone is 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.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sex