At CrowdStrike, our mission-driven culture fuels our fanatical commitment to customers and innovation. We are hiring a Technical Account Manager II to be the primary technical contact for our Premium Support customers, ensuring their success with our platforms from onboarding through renewal.
What You'll Do
- Serve as the primary technical contact and augment our customer support teams.
- Onboard new customers to the CrowdStrike platforms.
- Ensure customer success through proactive periodic health checks, product training, and developing and sharing best practices.
- Serve as customer advocate with internal stakeholders to ensure feedback is documented and assessed.
- Engage with customers at all levels of their organization, from the SOC to the C-suite.
- Research customers’ technical issues in a timely manner and follow up with recommendations and action plans.
- Escalate customer issues to management when appropriate.
- Maintain control of the overall resolution for any escalated case, leading cross-functional groups as needed.
- Leverage internal technical expertise to provide the most effective solutions to customer issues.
- Create knowledge base content to capture new learning for reuse.
- Participate in technical communications within the team to share best practices and learn about new technologies.
- Identify renewal risk and collaborate with internal teams to remediate and ensure a successful renewal.
- Support sales teams in identifying account expansion opportunities.
- Drive support cases to ensure issues are resolved in a timely manner.
What We're Looking For
- Bachelor’s Degree or equivalent experience.
- Experience working with Windows Server Operating Systems.
- Knowledge of enterprise web technologies, security and modern infrastructures.
- Excellent customer service skills and ability to quickly establish technical credibility.
- Excellent written and verbal communication skills.
- Professional fluency with the English Language.
- Proven problem-solving skills.
- Collaborative attitude.
- Ability to travel up to 25%.
- Commitment to customer success.
Nice to Have
- Bachelor’s Degree in Computer Science or equivalent.
- CISSP or ITIL Certification.
- 3+ years of Customer Success, Support, or Technical Account Management experience in a SaaS organization.
- Deep expertise in Linux and Mac platforms.
- Python Scripting and RestAPI experience.
Technical Stack
- Windows Server
- Linux
- Mac
- Python
- RestAPI
Benefits & Compensation
- Market leader in compensation and equity awards.
- Comprehensive physical and mental wellness programs.
- Competitive vacation and holidays for recharge.
- Paid parental and adoption leaves.
- Professional development opportunities for all employees regardless of level or role.
- Employee Networks, geographic neighborhood groups, and volunteer opportunities to build connections.
- Vibrant office culture with world class amenities.
- Great Place to Work Certified™ across the globe.
Work Mode
This is a remote position open to candidates based in Mexico.
CrowdStrike is proud to be an equal opportunity employer. We are committed to fostering a culture of belonging where everyone is valued for who they are and empowered to succeed.
