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Escalation Engineer

Posted 13 Mar 2024
Work experience
0 to 1 years
Full-time / part-time
Full-time
Job function
Degree level
Required language
English (Fluent)

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About the Role:

The ideal Escalation Engineer is passionate about technology and customers. A true problem solver, the Escalation Engineer will take personal ownership in seeing a problem through to resolution. You will understand IT environments across heterogeneous operating environments. You will be comfortable speaking with security, engineering, sales, as well as customer operation teams. Candidates must have a broad and advanced technical depth and a customer-first mentality, the desire to take the initiative to own and resolve customer issues, and interest in working in a fast paced, high growth, learning environment.

Responsibilities:

  • Willing to work as a part of a high caliber small team and make a difference.
  • Be the voice of our customers.
  • Be a Technical Leader within our business.
  • Perform as an escalation point within the Support Team.
  • Investigate, troubleshoot, debug, and resolve our clients most challenging and critical technical issues.
  • Work closely with Development Engineering teams to drive effective solutions for customer found issues.
  • As needed, replicate customer found issues.
  • Provide updates to Management and field teams on critical escalations.
  • Identify trends and emerging issues that have potential to impact our customers.
  • Maintain line of communication between engineering and support teams during system down / severity 1 issues.
  • Train and mentor engineers in the Support Team to improve our technical capabilities.
  • Ensure readiness to support new product releases.

What You'll Need:

  • Comprehensive experience working within a Technical Support team.
  • Troubleshooting and diagnostic skills in the Windows environment, including Windows Server and Workstation; Low-level OS and user space, Active directory, Networking, …
  • Troubleshooting and diagnostic skills in Linux and Mac environments; Low-level Kernel and user space, Networking, ...
  • Experience in scripting languages such as; Power Shell, Bash, Python, …
  • Ability to develop diagnostic scripts and other customer-facing automation to help gather more targeted information relevant to failures.
  • Excellent packet level understanding of TCP/IP and associated protocols, and using diagnostic tools like Wireshark to assist in problem solving.
  • Understanding of authentication and encryption.
  • Understanding of APIs and REST.
  • Operational understanding of networking devices such as Routers, Switches and Firewalls.
  • Ability to navigate development tooling – Jira, repositories, …
  • A sense of urgency.
  • Passion for solving customer issues and advocating for their success, in a fast-paced, highly technical environment.
  • Ability and drive to learn new technologies quickly.
  • Excellent relationship management, customer service and communication skills in a variety of forms (written, live chat, conference calls, in-person).
  • Able to communicate, collaborate, and work effectively within a distributed team.
  • Outstanding analytical and organizational abilities.
  • Ability to remain calm, composed and articulate when dealing with tough customer situations.

Nice to haves:

  • Computer Security related experience.
  • Certifications; Microsoft, Linux, Mac, Cloud, …
  • Experience working and troubleshooting in a SaaS cloud environment.
  • Experience with Splunk, Elk Stack (Kabana, Elasticsearch, …), Humio, …
  • Ability to read source code; C variants (++, #), Golang, Python …
  • Understanding of software architecture; end station, cloud, …

Qualifications:

  • Bachelor’s Degree or equivalent work experience

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

CrowdStrike is the leader in cloud-delivered next-generation endpoint protection. CrowdStrike has revolutionized endpoint protection by being the first and only company to unify next-generation antivirus (AV), endpoint detection and response (EDR), and a 24/7 managed hunting service — all delivered via a single lightweight agent.
Many of the world’s largest organizations already put their trust in CrowdStrike, including three of…


CrowdStrike is the leader in cloud-delivered next-generation endpoint protection. CrowdStrike has revolutionized endpoint protection by being the first and only company to unify next-generation antivirus (AV), endpoint detection and response (EDR), and a 24/7 managed hunting service — all delivered via a single lightweight agent.

Many of the world’s largest organizations already put their trust in CrowdStrike, including three of the 10 largest global companies by revenue, five of the 10 largest financial institutions, three of the top 10 health care providers, and three of the top 10 energy companies.

IT
London
1,000 employees