About CrowdStrike

CrowdStrike stands as a global leader in cybersecurity, safeguarding people, processes, and technologies that power modern organizations. Since 2011, our unwavering mission has been to stop breaches, redefining security through the world's most advanced AI-native platform, the Falcon platform. Serving customers across all industries, CrowdStrike ensures businesses run smoothly, communities stay safe, and lives progress without interruption. We foster a remote-first culture that empowers every CrowdStriker with flexibility and autonomy to own their careers. Our team thrives on limitless passion, relentless innovation, and fanatical commitment to customers, community, and each other. Join us to shape the future of cybersecurity.

Role Overview

As a Technical Support Engineer - LogScale (Remote, Mexico), you'll join the innovative Falcon LogScale team (formerly Humio), revolutionizing advanced log management and streaming observability for DevOps, ITOps, Security, and beyond. This role demands an inspired, attentive professional with proven technical customer support experience. Working the Americas West shift (core hours Pacific Time Zone), you'll deliver exceptional support, mentor peers, and drive operational excellence in a fast-paced, mission-driven environment. Embrace our remote-first culture while contributing to CrowdStrike's goal of stopping breaches worldwide.

Key Responsibilities

• Manage support queue and tickets efficiently, applying deep product and domain knowledge for rapid resolutions.
• Handle urgent customer issues during work hours as part of the PagerDuty rotation.
• Assist and mentor junior team members in advanced troubleshooting techniques.
• Develop innovative troubleshooting processes and contribute to internal documentation and customer-facing knowledge bases.
• Collaborate cross-functionally to diagnose and debug operations-related issues for existing customers.
• Escalate complex problems to Tier 3, Product, and Engineering teams, ensuring swift resolutions.
• Partner with support leadership to enhance the speed and efficacy of customer operations.

Qualifications & Requirements

To excel in this role, you need 3+ years of technical customer support experience in a B2B SaaS environment, with a proven track record of prompt, compassionate care using strong technical and analytical skills. Essential expertise includes container orchestration like Kubernetes and Ansible, Linux systems, command-line navigation, shell scripting, programming languages, logging, and orchestration tools. Strong written and verbal communication, ticket handling competence, and the ability to work independently are crucial. Bring a deep love of learning, problem-solving passion, empathy for all users, an eye for detail, and a drive to master systems. Bonus skills: Regex, distributed data stores (Kafka), data shipping services, cloud administration, directory servers, authentication providers, and virtualization (Docker).

Benefits & Perks

CrowdStrike offers unmatched rewards as a market leader in compensation and equity. Enjoy comprehensive physical and mental wellness programs, competitive vacation, holidays for recharge, paid parental and adoption leaves. Access professional development for all levels, Employee Networks, geographic groups, and volunteer opportunities to build meaningful connections. Our vibrant remote-first culture, world-class amenities in offices, and Great Place to Work™ certification globally underscore our commitment to your well-being and growth.

Career Growth

At CrowdStrike, career ownership is real. Our remote-first culture provides autonomy and flexibility, with endless opportunities for advancement. As a Technical Support Engineer, you'll mentor juniors, innovate processes, and collaborate with elite teams, positioning you for leadership in cybersecurity support. Professional development programs, cross-functional exposure, and our focus on innovation ensure you grow alongside the Falcon platform's evolution.

Why Join CrowdStrike

Join a mission that matters: stopping breaches with cutting-edge AI-native Falcon platform technology. Our remote-first culture values belonging, empowering diverse talent to succeed. We're an equal opportunity employer supporting veterans and individuals with disabilities. Experience premium compensation, equity, wellness, and a collaborative community driving cybersecurity forward. The future starts with you at CrowdStrike.

Role FAQs

Q: Is this role fully remote? Yes, it's remote in Mexico, with Americas West shift hours (Pacific Time Zone core).

Q: What shift will I work? Expect Americas West shift, aligning with Pacific Time Zone core hours.

Q: Do I need Kubernetes experience? Yes, strong container orchestration skills like Kubernetes and Ansible are required.

Q: What is Falcon LogScale? Our advanced log management and observability solution empowering DevOps, ITOps, and Security teams.

Q: How does CrowdStrike support career growth? Through professional development, mentoring, and a culture of autonomy and innovation.

Q: Is CrowdStrike committed to diversity? Absolutely, we're proud equal opportunity employers fostering belonging for all.