Overview

CrowdStrike is a leading provider of next-generation endpoint protection, threat intelligence, and pre- and post incident response services. We are the fastest growing endpoint protection company, one of the World’s Most 50 Innovative Companies according to MIT, and one of Forbes Most Promising Companies. Our growth and innovation are driven by incredible employees who deliver unmatched customer success. Join us today!

Are you passionate about Internet Security and Customer Advocacy?  Do you want to work where the people are as committed and as passionate as you are? As a Technical Account Manager with CrowdStrike you will provide proactive technical support to our Premium Support customers.  At CrowdStrike, you will be working with people who “wrote the book” on hacking and internet security.  To be successful in this role, you must be a motivated self-starter, be committed to ongoing self-education, possess strong customer service skills and have excellent technical problem solving skills.

  • Serve as primary point of contact as well as first level support for premium support customers.
  • Provision new customers on the CrowdStrike platforms.
  • Ensure customer success through proactive periodic health checks, product training, and best practices.
  • Serve as customer liaison with internal CrowdStrike stakeholders to ensure needed customer feedback is adequately documented and assessed by internal parties.
  • Resolve customer problems via telephone, email or remote access.
  • Research customers’ technical issues in a timely manner and follow up with recommendations and action plans.
  • Escalate cases to management when customer satisfaction comes into question.
  • Maintain control of the overall resolution for any escalated case, even when cross-functional groups are involved.
  • 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 storage applications.
  • Identify renewal risk and collaborate with internal teams to remediate and ensure a successful renewal.
  • Support the Sales teams to identify new premium support opportunities and to help close deals.

Qualifications:

  • Bachelor’s Degree or equivalent
  • Technical aptitude, preferably on Windows platform(s)
  • Familiarity with general network and database concepts
  • 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%
  • Available to work “swing shifts” periodically

Preferred Qualifications:

  • Bachelor’s Degree in Computer Science or equivalent
  • 3+ years of Customer Success/Support/Technical Account Management experience in SaaS organization
  • Some expertise in Linux and Mac platforms
  • Light scripting or coding skills

About CrowdStrike

CrowdStrike was founded in 2011 to fix a fundamental problem: The sophisticated attacks that were forcing the world’s leading businesses into the headlines could not be solved with existing malware-based defenses.

Our revolutionary approach and mission has allowed us to attract the best and brightest, not just from the technology and security sectors, but also from law enforcement, industry, and intelligence communities. What binds us all together is a shared passion for creating the next-generation technologies and services necessary for defeating today’s toughest adversaries.

True change doesn’t come from individuals. It takes an entire team united behind something big. Together, we’ll work hard, have fun, solve challenging problems, and revolutionize the security industry.

CrowdStrike engineers deal with massive data sets and work with cutting-edge big data technologies on a daily basis – taking in Terabytes of data a day at millions of events per second. As part of the CrowdStrike Engineering team, you’ll develop and scale massive data sets for real-time application using the most advanced and forward-leaning technologies out there.