Technical Support Engineer Responsibilities

Technical Support Engineer Responsibilities

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The best Associate Technical Support Engineering candidate is obsessed with technology and customers. A true problem solver, the Associate Technical Support Engineer will take non-public ownership in seeing a problem thru to decision or escalation to Sr. Technical Support Engineering. You will recognize the Falcon Host product and processes at all levels, as nicely as client environments throughout heterogeneous working environments. You may be comfortable speaking with security groups as well as purchaser operation groups. Candidates should have a technical intensity and a patron-first mentality, the choice to take the initiative to own and remedy client troubles, and hobby in running in a fast-paced, excessive growth, mastering environment.


Responsibilities:


Provide nicely-thought out and reliable direction, each in technical and non-technical terms, to help customers integrate, deploy and maintain the CrowdStrike service.

Take ownership of customer troubles, which includes preliminary troubleshooting, the identity of root reason and difficulty decision or escalation.

Identify and strengthen priority problems that need immediate attention.

Meet or exceed client expectancies on reaction quality, timeliness of responses and overall patron experience.

Serve as inner and external point of touch on purchaser escalations and ensure customer issues are resolved as expediently as possible.

Collect information and record bugs with Sr. TSE and/or Engineering for product problems that can be impacting clients.

Create manner or troubleshooting documentation in the support expertise base.

Push creative wondering past the boundaries of existing industry-standard practices to return up with manner improvements and new approaches to delight clients.

Minimum Qualifications:


2+ years of purchaser support, technical support, machine administration or associated customer going through the role.

Knowledgeable within the Windows environment, consisting of Windows Service and Workstation, troubleshooting and diagnosing low-level running systems and network troubles.

Passion for solving client problems and advocating for his or her success, in a fast-paced, noticeably technical environment.

Ability to learn new technologies quickly.

Excellent relationship management, customer support and communication talents in style of forms (written, live chat, conference calls, in-person.)

Ability to paintings independently with little direct supervision and as part of a team.

Outstanding analytical and organizational abilities.

Ability to stay calm, composed and articulate whilst dealing with difficult consumer situations.

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