.Technical Support Engineer (Remote, MEX) Apply locations Mexico - Remote time type Full time posted on Posted 2 Days Ago job requisition id R19652 #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:CrowdStrike is seeking a Technical Support Engineer to join our support team. As a true problem solver, the Technical Support Engineer will take personal ownership in seeing a problem through to resolution or escalation. You will understand the Falcon Host product and processes at all levels, as well as customer environments across heterogeneous operating environments. The ideal Technical Support Engineering candidate is passionate about technology and customers, and will be comfortable speaking with security teams as well as customer operation teams. Technical Support Engineer candidates must have 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. Candidates must be located in Guadalajara, MEX to be considered for this role. What You'll Do: 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 ownership of customer issues, including initial troubleshooting, identification of root cause and issue resolution or escalation. Identify and escalate priority issues that need immediate attention. Meet or exceed customer expectations on response quality, timeliness of responses and overall customer experience. Serve as internal and external point of contact on customer escalations and ensure customer issues are resolved as expediently as possible. Collect information and document bugs with Sr. TSE and/or Engineering for product issues that are impacting customers. Create process or troubleshooting documentation in the support knowledge base. Push creative thinking beyond the boundaries of existing industry standard practices to come up with process improvements and new ways to delight customers. What You'll Need: 2+ years of customer support, technical support, system administration or related customer facing role