Idp Support Engineer

Description:

CrowdStrike is seeking an IDP Support Engineer to join our Support team working directly with our customers related to our Identity Protection technologies. With strong technical, customer facing, and problem solving skills, the Senior IDP Support Engineer will take full ownership in driving quick resolution of critical and complex product related issues.

The ideal IDP Support Engineering candidate has a strong passion for our technology, our customers, and the Cybersecurity industry. They will be comfortable speaking with technical and leadership stakeholders across security and other operational teams. Candidates must have deep technical knowledge on Identity Protection and related technologies, a customer-first mentality, the desire to take the initiative to own and resolve customer issues, and ability to adapt while working in a fast paced, high growth, learning environment.

What You'll Do:

• Own, respond, and drive resolution of reported issues on assigned products, being resourceful when solutions aren’t readily available.

• Meet or exceed customer expectations on response quality, timeliness of responses and overall customer experience.

• Troubleshoot, collect necessary diagnostics, and document issues that need to be escalated to Engineering.

• Provide timely and concise updates and analysis on critical and complex issues and effectively communicate these both internally and externally.

• Engage and coordinate across additional CrowdStrike resources on the resolution of the issues, while maintaining ownership to the customer and providing direction both internally and externally.

• Create and/or review technical knowledge articles that can be leveraged by both our customers and other Support Engineers.

What You'll Need:

• 5+ years experience working within a Technical Support team, directly supporting Enterprise customers preferably related to Computer/Cyber Security

• Strong verbal and written communication skills that can be catered to various technical and leadership levels.

• Deep understanding of Identity Protection and Zero Trust solutions.

• Excellent knowledge of authentication protocols; Kerberos, LDAP, NTLM.

• Proven hands-on experience debugging and troubleshooting in the Windows environment, including Windows Services, Group Policies, Active Directory, and Azure Entra ID.

• Packet level debugging and troubleshooting using wireshark

• Ability to remain calm, composed and articulate when dealing with critical customer situations.

• Passion for owning and solving customer issues and advocating for their success, in a fast paced, highly technical environment.

• Strong organizational skills being able to provide succinct details and responses across multiple events.

Bonus Points:

• Experience supporting Kernel level security solutions

• Implement and support MFA solutions for user authentication

• Experience with security or networking solutions; UEBA, SIEM, IAM, PAM domains.

• Knowledge of anti-virus software and other security applications.

• Certifications; Microsoft Active Directory, Linux, Mac, Cloud.