Idp Support Engineer

Description:

About the Role:

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.