EDR Administrator - Crowdstrike Service

Responsibilities :- Provide well-thought out and reliable direction, both in technical and non-technical terms, to help customers integrate, deploy and maintain the CrowdStrike service- Take ownership of customer issues, including initial troubleshooting, identification of root cause and issue resolution or escalation- Identify and escalate priority issues that need immediate attention- Meet or exceed customer expectations on response quality, timeliness of responses and overall customer experience- Serve as internal and external point of contact on customer escalations and ensure customer issues are resolved as expediently as possible- Collect information and document bugs with Team/Technical Leads for product issues that are impacting businesses- Create process or troubleshooting documentation in the support knowledge base- Push creative thinking beyond the boundaries of existing industry standard practices to come up with process improvements and new ways to delight customers- Expected to work in 24x7 technical support team (typically 5-8 days of night shift from 2200 to 0700 hours, next day)Minimum Qualifications :- 4+ years of customer support, technical support, system administration or related customer facing role. - 1-2 years' hands-on experience on Crowdstrike EDR solutions specifically FALCON suite - Knowledgeable in the Windows environment, including Windows Service and Workstation, troubleshooting and diagnosing low-level operating systems and network issues- Passion for solving customer issues and advocating for their success, in a fast paced, highly technical environment- Ability to learn new technologies quickly- Excellent relationship management, customer service and communication skills in variety of forms (written, live chat, conference calls, in-person)- Ability to work independently with little direct supervision and as a part of a team- Outstanding analytical and coordination abilities. Adept at organizing- Ability to remain calm, composed and articulate when dealing with tough or complex situationsStrongly Desired Qualifications :- Experience supporting Kernel level security solutions- Experience supporting hybrid environments- Experience supporting security applications such as AV, VPN, EDR, Firewall, Proxy- Linux troubleshooting experience a plus- Experience with Splunk- Experience with troubleshooting Windows and Mac machines- MCP or higher a plus (ref:hirist.tech)