Hybrid Technical Support Engineer II – EDR

at CrowdStrike

• Job title: Technical Support Engineer II – EDR
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: Not specified
• Degree requirement: No Education Requirement
• Tech skills: AWS, Azure, Cloud, Google Cloud Platform, Linux, Python, Splunk
• Location requirements: Hybrid, Bangalore, India

About the role

• Technical Support Engineer providing customer support in cybersecurity solutions. Working with customers to resolve issues, enhance product features, and educate users on products.

Responsibilities

• Work in a 24x7 dynamic and exciting technical environment as part of a talented team with relentless focus on delighting our customers, partners and teammates.
• Demonstrate ownership of customer’s concerns - assess impact, troubleshoot logically, engage relevant stakeholders, identify root cause and resolve them to the satisfaction of our customers.
• Communicate effectively with internal and external stakeholders.
• Collaborate with them to resolve customer escalations quickly.
• Work with Product experts/Engineering to fix bugs or enhance product features.
• Manage time and work to meet or exceed operational goals.
• Learn cutting edge technologies and new product features
• Create/Share Knowledge articles and contribute to mentoring/training efforts.
• May be scheduled to work on shifts/holidays as per the business requirement.

Requirements

• 3-8 years’ experience in Product Technical support role supporting Global enterprise customers
• Outstanding oral and written communication skills
• Customer focus
• Analytical thinking and Logical troubleshooting aptitude
• Proven experience in troubleshooting and diagnosing issues at the application and operating system level within either Windows, Linux or Mac environments
• Understanding of operating system fundamentals including user and kernel space, memory management, shared libraries, file and network IO, Windows registry, software distribution, etc
• Strong knowledge of endpoint security concepts, threat detection, and incident response
• Troubleshoot complex endpoint security incidents and product functionality issues
• Experience with CrowdStrike Falcon platform or similar EDR/XDR solutions
• Knowledge of MITRE ATTACK framework
• Understanding of security best practices and compliance requirement
• Bonus Points: Security certifications (CompTIA Security+, CEH etc.)
• Experience with scripting languages (e.g., Python, PowerShell, Bash)
• Familiarity with cloud-based technologies (e.g., AWS, Azure, GCP)
• Knowledge of data analytics and visualization tools (e.g., Splunk, ELK, Qradar)

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