- Act as an L2/L3 escalation engineer for complex Windows and server related incidents - Provide second level IT support to customers via phone, email, chat, and remote access, with a strong focus on cloud and infrastructure services - Administer and support Windows Server environments, including Active Directory, DNS, DHCP, Group Policy, and related services - Utilize out of band management tools such as iLO and DRAC for server diagnostics, recovery, firmware updates, and hardware troubleshooting - Collaborate with Network teams and demonstrate working knowledge of Cisco and Barracuda networking/security devices for cross domain troubleshooting - Support and maintain enterprise backup and recovery solutions, including Veeam and cloud based backup platforms - Perform backup validation, restore testing, and disaster recovery activities to meet operational and audit requirements - Manage endpoint and device administration using Microsoft Intune, including MDM/MAM policies, device compliance, application deployment, and remote support - Support remote access and virtualization platforms, including Remote Desktop Services (RDS) and Azure Virtual Desktop (AVD) - Maintain working knowledge of on premises hardware and storage systems, including servers, NAS/storage platforms, and related troubleshooting - Participate in and support IT infrastructure and cloud projects, including server upgrades, migrations, and platform enhancements - Create and maintain server build documents, technical documentation, runbooks, and SOPs - Administer and support Active Directory and Microsoft Entra ID (Azure AD), including user/group management, identities, access controls, and hybrid identity integrations. - Conduct patching, upgrades, performance tuning, and lifecycle management for Windows and server platforms - Provide operational support for Microsoft 365 services, including Exchange Online, SharePoint Online, Teams, and core tenant administration. - Support and maintain Azure Virtual Desktop (AVD) environments, including host pools, session hosts, user access, and performance troubleshooting. - Participate in major incident bridges (P1/P2) and lead or contribute to root cause analysis (RCA) - Execute server related changes in accordance with established change management processes - Mentor junior engineers and promote knowledge sharing and documentation standards within the team - Ensure effective ticket management, with adherence to defined KPIs and SLAs

• Serves as customer liaison with internal CrowdStrike stakeholders to ensure needed customer feedback is adequately documented and assessed by internal parties. • Resolves customer problems via telephone, email, chat or remote access. • Research customers’ technical issues in a timely manner and follow up with recommendations and action plans. • Escalates cases to management when customer satisfaction comes into question. • Participates in functional groups to identify and drive resolution for escalated cases. • Contribute and utilize internal technical expertise, including development engineers, knowledge base, and other internal tools to provide the most effective solutions to customer issues. • Create knowledge base content and systems to capture new learning for reuse throughout the company and user base. • Lead technical communications within the team to share best practices and knowledge. • 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 end-to-end ownership of customer issues, including initial troubleshooting, identification of root cause and issue resolution. • Exceeds customer expectations on response quality, timeliness of responses and overall customer experience. • Serve as an internal point of contact on customer escalations and ensure customer issues are resolved as expediently as possible. • Collect information and document bugs with Engineering for product issues that are impacting customers. • Pushes creative thinking beyond the boundaries of existing industry standard practices to come up with process improvements to delight customers. • Subject Matter Expert on one key product feature.

Role Description We’re looking for a Software Support Team Lead to guide, mentor and support our team of Software Support Engineers in delivering best-in-class support to our customers. In this role, you’ll be responsible for building a high-performing team, ensuring smooth day-to-day support operations, and helping our engineers do their best work. You’ll work closely with the Head of Product Support and Support Operations Manager to drive operational improvements, monitor performance against SLAs and KPIs, and provide valuable insights into team successes and challenges. You’ll also act as a key escalation point for support engineers, leading responses to incidents and service outages, and collaborating cross-functionally to reduce commercial risk and improve the overall customer support experience. This is a great opportunity for someone who combines people leadership, technical understanding, and a data-driven mindset to improve processes, develop talent, and shape an excellent support function. Because many of our products allow customers to build their own functionality using Groovy and/or JavaScript, a good understanding of coding is essential for this position. Qualifications - Experience managing customer support software such as JSM, Zendesk or similar - Hands-on experience using, supporting or administering Atlassian products, including Jira, Confluence and/or Bitbucket - Familiarity with REST APIs and Java APIs, ideally including Atlassian APIs and how vendor plugins interact with them - Experience writing code, preferably in Java/Groovy or JavaScript/TypeScript - Experience working with products hosted on cloud platforms such as AWS or Azure - Excellent written, verbal and visual communication skills in English Requirements - Lead, mentor and develop a team of highly skilled Support Engineers - Set clear expectations and provide regular feedback through 1-2-1s and performance reviews - Support the professional development of your team members - Manage team workload, priorities and planned leave to help ensure SLA and KPI targets are met - Support hiring activities and help maintain effective onboarding resources - Create training materials that help the team confidently handle new and complex issues - Help resolve team challenges and conflicts in a constructive way - Take ownership of customer outcomes and ensure support tickets are resolved to a high standard - Act as an escalation point for tickets or situations involving commercial risk - Lead incident management processes, support the team during critical incidents, and run post-mortem reviews - Identify opportunities to improve the experience for customers, the business and the support team - Build strong business cases for ideas and influence stakeholders to drive positive change - Build strong relationships with Customer Success, Product and Development teams - Share data-driven voice-of-the-customer insights across the business - Translate business and product strategy into actionable updates for the team - Chair stand-ups, facilitate workshops and lead team meetings - Foster a collaborative, respectful and inclusive team culture - Work with support metrics such as CSAT, FRT, RoR, SLA performance and ticket volumes - Collaborate with leadership and cross-functional teams to meet KPIs, SLAs and OKRs - Monitor support queues and ensure work is delivered in line with best practices and standards - Analyse trends and identify opportunities to improve team performance and customer experience - Highlight quality concerns and operational challenges, providing clear recommendations to management - Work with the Support Operations Manager to improve tooling and automations - Assess the impact of process changes and share feedback with relevant stakeholders - Contribute to knowledge base content, internal documentation and training materials Benefits - Generous holiday (PTO) allowance - Flexible working hours - MacBooks provided to all employees - Support for fully remote workers to set up home offices - Exceptional Time Away Policy including 26 weeks of fully paid leave for birthing parents and 13 weeks for non-birthing parents - Extended leave for adoption, IVF, surrogacy, and women's health needs - Trusting, flexible, remote-first way of working

• Manage and support IT helpdesk tickets, hardware and software troubleshooting, and user onboarding • Handle system monitoring, software installations, and remote desktop support tasks • Communicate effectively with internal teams and external stakeholders across time zones • Maintain accurate records of support tickets, IT asset registers, and incident logs • Use relevant tools such as ticketing systems, remote desktop software, and Microsoft 365 admin tools • Support the wider team with network administration, security patching, and IT documentation • Identify opportunities to improve system uptime, response times, and IT service delivery.