Sr. Technical Support Engineer - LogScale (Remote, MEX) page is loaded Sr. Technical Support Engineer - LogScale (Remote, MEX) Apply locations Mexico - Remote time type Full time posted on Posted 2 Days Ago job requisition id R17833 #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)
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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
We 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 ******** , for further assistance.
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Right to Work
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.
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