Technical Support Engineer - Weekend Coverage (Remote, MEX)

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Requirements:

• 2+ years of customer support, technical support, system administration or related customer facing role.
• Knowledgeable in the Windows environment, including Windows Service and Workstation, troubleshooting and diagnosing low-level operating systems and network issues.
• Passion for solving customer issues and advocating for their success, in a fast paced, highly technical environment.
• Ability to learn new technologies quickly.
• Excellent relationship management, customer service and communication skills in a variety of forms (written, live chat, conference calls, in-person.)
• Ability to work independently with little direct supervision and as a part of a team.
• Outstanding analytical and organizational abilities.
• Ability to remain calm, composed and articulate when dealing with tough customer situations.
• Professional fluency with the English Language.

Responsibilities:

• 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.