#WeAreCrowdStrike and our mission is to stop breaches. As a global leader in cybersecurity, our team changed the game. Since our inception, our market leading cloud-native platform has offered unparalleled protection against the most sophisticated cyberattacks. We're looking for people with limitless passion, a relentless focus on innovation and a fanatical commitment to the customer to join us in shaping the future of cybersecurity. Consistently recognized as a top workplace, CrowdStrike is committed to cultivating an inclusive, remote-first culture that offers people the autonomy and flexibility to balance the needs of work and life while taking their career to the next level. Interested in working for a company that sets the standard and leads with integrity? Join us on a mission that matters - one team, one fight.
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About the Role:
CrowdStrike is seeking a Technical Support Manager to join our team in Mexico. The Manager of Technical Support will provide technical expertise, leadership, and support of the daily activities of the Technical Support Engineering team, providing support for external and internal customer questions, escalations, and support related requests. This role supports CrowdStrike's customers and Technical Support staff, ensuring support services are delivered in a customer-focused approach.
The Manager of Technical Support will be responsible for leading the technical support team, including oversight of case management system, process workflows, and escalation management. This role will establish and refine the processes, techniques, tools, and methods used by the technical support team to provide exceptional support and services to internal and external customers, ensuring services are timely and accurate on a daily basis. The right candidate will thrive in a hyper-growth, fast-paced environment and have a solid technical background combined with global customer service experience. A problem-solving attitude with an ability to motivate your team to achieve specific goals are essential skills to perform well in this position.
What You'll Do:
- Manage, build and develop a customer-focused team comprised of technical support engineers of varying levels of skills and responsibilities.
- Assess technical skills of staff, evaluate training needs relative to required skills, and develop on-going training programs to enhance skill development.
- Make decisions quickly, often with limited information, based off a solid understanding of security principles and best practices.
- Follow up with customers in response to CSAT survey results and identify tech support problem areas for improvement and, if warranted, implement corrective actions.
- Drives the importance of effective customer service ensuring they are the cultural cornerstones of a professional work environment
- Establishes the organization strategy and works to recruit, develop and build top technical talent with the soft and technical skills to provide world class customer service
- Manage key relationships (Sales, Engineering, Product Management) to ensure services are aligned and delivered to business requirements.
- Ensure service levels are met and measure performance against them.
- Establish best practices through the entire technical support process.
- Guide the implementation, continuous improvement and documentation of new and existing policies, procedures and processes for Support systems.
- Bachelor's Degree or equivalent
- Knowledge of enterprise web technologies, security and cutting-edge infrastructures
- Proven work experience as a people manager
- Leadership and management skills supporting globally distributed teams
- Project management experience, preferably on worldwide initiatives
- Solid technical background with an ability to give instructions to a non-technical audience
- Customer-service oriented with a problem-solving attitude
- Excellent written and verbal communications skills
- Professional fluency with the English language
#LI-Remote
Benefits of Working at CrowdStrike:
- Remote-first culture
- Market leader in compensation and equity awards
- Competitive vacation and flexible working arrangements
- Comprehensive and inclusive health benefits
- Physical and mental wellness programs
- Paid parental leave, including adoption
- A variety of professional development and mentorship opportunities
- Offices with stocked kitchens when you need to fuel innovation and collaboration
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. If you need assistance accessing or reviewing the information on this website or need help submitting an application for employment or requesting an accommodation, please contact us at recruiting@crowdstrike.com for further assistance.
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