Technical Support Engineer - Cloud (Remote, CAN)

#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 Cloud TSE candidate is passionate about technology and customers.  A true problem solver, they will take personal ownership in seeing a problem through to resolution.  You will be proficient in Cloud computing across heterogeneous operating environments.  You will be comfortable speaking with security, engineering, sales, as well as customer operation teams. Candidates must have 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.

What You’ll Do:

• Leverage internal technical expertise, including development engineers, knowledge base, and other internal tools to provide the most effective solutions to customer issues.
• Work with all departments to facilitate issue resolution of cases.
• Serve as an internal point of contact on customer escalations and ensure customer issues are resolved as expediently as possible.
• Investigate, troubleshoot, debug, and solve clients' most challenging and critical technical needs and issues.
• 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.
• Responsible for reducing the number of escalations requiring engineering team engagement.
• Work with Technical Account Managers to ensure that reported issues have the appropriate priority with engineering.
• Identify emerging issues that have the potential to become system down issues.
• Maintain line of communication between engineering and support teams during system down / severity 1 issues

What You'll Need

• Expertise in cloud computing concepts and experience in AWS, AZURE or GCP services.
• Experience with orchestration tools like Docker, OpenShift, Kubernetes
• Experience with Linux environment troubleshooting and diagnosing low-level operating systems and network issues.
• Ability to diagnose failures in running Linux systems, inspect logs to narrow down failures
• Experience with diagnosing performance related issues on Linux & Containers.
• Experience with Python & Bash scripting
• Passion for solving customer issues and advocating for their success, in a fast paced, highly technical environment.
• Knowledge of continuous integration & continuous deployment technology (e.g. Terraform, Cloud Formation, Docker, Jenkins).
• Able to communicate, collaborate, and work effectively in a distributed team.
• Outstanding analytical and organizational abilities.
• Ability to remain calm, composed and articulate when dealing with tough customer situations.

Bonus Points:

• Kubernetes Administration Certification
• AWS Cloud Practitioner or better

#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

Right to Work

CrowdStrike Canada ULC is committed to fair and equitable compensation practices. The base salary range for this position in Canada is $65,000 - $100,000 CAD 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.