Support Engineering Escalations Lead

Description: At CrowdStrike we?re on a mission - to stop breaches. Our groundbreaking technology, services delivery, and intelligence gathering together with our innovations in machine learning and behavioral-based detection, allow our customers to not only defend themselves, but do so in a future-proof manner. Because of that we?ve earned numerous honors and top rankings for our technology, organization and talent. Our culture was purpose-built to be remote first, and we offer flexible work arrangements to help our people manage their personal and professional lives in a way that works for them. If you?re ready to work on unrivaled technology with a team that makes a difference every day, let?s talk.About the role:Humio is a paradigm shift, changing the way people think about log management and systems observability. At the core of this paradigm shift is our people. It?s important to inspire, support, and enable one another, so we've chosen a diverse group of talented, compassionate, and fun people to work with. We work hard while prioritizing a healthy work-life balance. We strive to increase inclusivity across all our timezones (spanning from Central Europe to the US West Coast!), and to ensure we?ve built a company where all feel empowered to do their best work. If this sounds good to you, we?d love you to consider joining us as a Support Escalations Lead.The skills we we?re looking for:Strong written and verbal communicationDeep empathy for technical and non-technical users3+ years of experience providing support in a B2B SaaS companyAbility to solve problems using your mixed knowledge of all/some of following: Linux systems (incl. Bash and shell scripting), programming languages, logging and orchestration tools, ticket tracking, and project management tools; BONUS POINTS IF YOU?VE GOT EXPERIENCE WITH: Distributed data storesData shipping servicesCloud administrationDirectory serversAuthentication providers, and/orContainer orchestration (such as Kubernetes and Ansible) The role and responsibilities:As a Support Escalations Lead, you?ll:Work cross-functionally to diagnose/debug operations-related problems for existing customers; Escalate to and resolve issues with the engineering teams;Respond to customer emergencies as part of our PagerDuty rotation; and improve the visibility of our customers? needs for the engineering teamEffectively locate the right resources to contribute to the speedy resolution of customer issues;Ensure the customer?s voice is heard throughout the escalation processServe as a mentor to junior team members;Contribute to our internal docs and our customer-facing knowledge base, and Assist support leadership in improving the speed and efficacy of our customer operationsIf any of this sounds like a fit for you....please apply today!Benefits of Working at CrowdStrike:Remote-friendly cultureMarket leader in compensation and equity awardsCompetitive vacation and flexible working arrangements Paid Parental Leave, including adoption Wellness programsA variety of professional development and mentorship opportunitiesOpen offices have stocked kitchens, coffee, soda and treatsWe are committed to building an inclusive culture of belonging that not only embraces the diversity of our people but also reflects the diversity of the communities in which we work and the customers we serve. We know that the happiest and highest performing teams include people with diverse perspectives that encourage new ways of solving problems, so we strive to attract and develop talent from all backgrounds and create workplaces where everyone feels seen, heard and empowered to bring their full, authentic selves to work.CrowdStrike is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex including sexual orientation and gender identity, national origin, disability, protected veteran status, or any other characteristic protected by applicable federal, state, or local law.