Technical Support Engineer - LogScale (Remote, MEX)

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.

*This will be expected to work the Americas West shift, core hours Pacific Time Zone

What You'll Do:

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

• Manage urgent customer issues within work hours, 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.

• Container orchestration (such as Kubernetes and Ansible)

• 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

• Virtualization (such as Docker)

#LI-Remote

#LI-RL1

Benefits of Working at CrowdStrike:

• 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

CrowdStrike is proud to be an equal opportunity employer. We are committed to fostering a culture of belonging where everyone is valued for who they are and empowered to succeed. We support veterans and individuals with disabilities through our affirmative action program.

CrowdStrike is committed to providing equal employment opportunity for all employees and applicants for employment. The Company does not discriminate in employment opportunities or practices on the basis of race, color, creed, ethnicity, religion, sex (including pregnancy or pregnancy-related medical conditions), sexual orientation, gender identity, marital or family status, veteran status, age, national origin, ancestry, physical disability (including HIV and AIDS), mental disability, medical condition, genetic information, membership or activity in a local human rights commission, status with regard to public assistance, or any other characteristic protected by law. We base all employment decisions--including recruitment, selection, training, compensation, benefits, discipline, promotions, transfers, lay-offs, return from lay-off, terminations and social/recreational programs--on valid job requirements.

If you need assistance accessing or reviewing the information on this website or need help submitting an application for employment or requesting an accommodation, please contact us at [email protected] for further assistance.