Serve as primary technical contact and augment our customer support teams
Onboard new customers to the CrowdStrike platforms
Ensure customer success through proactive periodic health checks, product training, and developing and sharing best practices
Serve as customer advocate with internal CrowdStrike stakeholders to ensure needed customer feedback is adequately documented and assessed by internal parties
Engage with customers at all levels of their organization, from the front lines of the SOC to the C-suite
Research customers’ technical issues in a timely manner and follow up with recommendations and action plans
Escalate customer issues to management when appropriate
Maintain control of the overall resolution for any escalated case, leading cross-functional groups as needed
Leverage internal technical expertise, including development engineers, knowledge base, and other internal tools to provide the most effective solutions to customer issues
Create knowledge base content to capture new learning for reuse throughout the company and user base
Participate in technical communications within the team to share best practices and learn about new technologies and complimentary security applications
Identify renewal risk and collaborate with internal teams to remediate and ensure a successful renewal
Support the sales teams in identifying account expansion opportunities
Drive support cases to ensure issues are being resolved in a timely manner

Requirements

Bachelor’s Degree or equivalent experience
Experience working with Windows Server Operating Systems
Knowledge of enterprise web technologies, security and cutting-edge infrastructures
Excellent customer service skills and ability to quickly establish technical credibility with customers
Excellent communication skills, written and verbal
Proven problem-solving skills
Collaborative attitude
Ability to travel up to 25%
Commitment to customer success
Bachelor’s Degree in Computer Science or equivalent (Preferred)
CISSP or ITIL Certification (Preferred)
3+ years of Customer Success/Support/Technical Account Management experience in SaaS organization (Preferred)
Deep expertise in Linux and Mac platforms (Preferred)
Python Scripting and RestAPI experience (Preferred)

Benefits

Market leader in compensation and equity awards
Comprehensive physical and mental wellness programs
Competitive vacation and holidays for recharge
Paid parental and adoption leaves
Professional development opportunities for all employees regardless of level or role
Employee Networks, geographic neighborhood groups, and volunteer opportunities to build connections
Vibrant office culture with world class amenities
Great Place to Work Certified™ across the globe

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills

Windows Server Operating Systemsenterprise web technologiessecurity infrastructuresLinuxMac platformsPythonScriptingRestAPICustomer SuccessTechnical Account Management

Soft skills

customer servicecommunicationproblem-solvingcollaborative attitudecommitment to customer success

Certifications

CISSPITILBachelor’s DegreeBachelor’s Degree in Computer Science