Title: Bilingual Customer Support Analyst (05-2026) Location: Canada Department: Helpdesk/Cotality Job Description: Remote Full-time Yearly: $39000 - $47000 We are seeking enthusiastic entry-level staff across Canada to work in our 24/7 department. This role will provide Tier 1 application and process support for users of an international software solution for the insurance industry. You'll be providing front-line support to customers, helping get them back to doing what they need to do, as fast as possible. This means taking support tickets via phone and e-mail and dealing directly with our customers on an ongoing basis. Ideally, individuals applying for this position must communicate effectively when speaking with, or writing to, in both English and French. Some of the needed skills would be the ability to multi-task, have strong attention to detail, work with minimal supervision, professional demeanor, and be able to adapt to a growing and changing environment. Your success in this role comes from your passion for helping people and your knowledgeable approach. You have strong social skills and genuinely believe it's fun interacting with new people. You're good at making real connections with clients because you have great listening skills. Once you know what a client's issue is, you take pride in being able to personalize and support their needs. One of the things you will enjoy most about Innovation Networks is the supportive team environment. You're never set up for failure; instead, you get all the coaching and training that you need to succeed. Key Responsibilities: - Provide knowledgeable, effective and efficient customer service to customers in person or on the phone - Handling a high volume of inbound calls from clients in a prompt and professional manner - Taking claims reports from clients - Meeting the SLA targets for the client is a priority - Helping clients make changes to their claims - In conjunction with peers and management, participate and provide input into team meetings, standards, procedures, and special projects - Provide exceptional customer service - Work 40-hour week, participate in shift coverage that includes a 7-day week Skill and Attributes Qualifications - Minimum high school diploma - Minimum of 1- year experience within a call center environment - Basic computer knowledge to support user - Excellent decision making and problem solving skills - Enjoys working with others and has a passion for helping clients - Delivers excellent client service and possesses strong telephone skills - Communicates effectively when speaking with, or writing to, others - Uses active listening and questioning skills to understand needs and issues - Works well under pressure, both independently and as part of a team - Enjoys personal development and growth through learning - Provides and receives constructive feedback - Be a productive member of an 8-person team - Strong interpersonal skills with a polished and professional manner - Excellent organizational skills with motivation, self-direction, and good time management skills - The ability to maintain confidentiality and deal with sensitive or difficult situations with tact and diplomacy; and, excellent attention to detail. Required Languages: - Fluent in English, both spoken and written - Fluent in French, both spoken and written Employment type: - Permanent Full-time - Remote position We are only reviewing applicants that are legally entitled to work in Canada. We would like to thank all the candidates for spending time applying for this position. Upon successful screening, only qualified candidates will be notified regarding interviews.

• Own performance, staffing strategy, and organizational health across multiple pods or business segments, ensuring strong coverage models, predictable execution, and consistent delivery against SLAs and KPIs. • Lead and develop a layer of managers and senior ICs, building leadership capability, succession depth, and clear accountability across the organization. • Set the operating cadence for your area through goal-setting, business reviews, inspection mechanisms, and action plans tied to company and support priorities. • Drive workforce planning for your organization in partnership with Workforce Management, Recruiting, and Finance, including headcount planning, hiring targets, shift coverage, capacity modeling, and ramp assumptions. • Partner with managers to ensure high-quality performance management, coaching, career development, and retention across Technical Support Engineers and Technical Account Managers. • Serve as the senior escalation leader for critical customer issues, major incidents, and strategic accounts, ensuring the right staffing, communication, prioritization, and executive visibility. • Participate in and help shape the Technical Support leadership on-call model, acting as a senior incident leader for P0/P1 events and ensuring high-quality incident reviews, action tracking, and operational follow-through. • Own queue health and backlog strategy across your area, identifying systemic risk early and driving structural fixes rather than one-off interventions. • Build and evolve scalable operating mechanisms, SOPs, playbooks, routing models, escalation frameworks, and quality standards that improve consistency, speed, and customer outcomes. • Partner with Support Ops, Enablement, and Backline to identify trends across bugs, product gaps, process friction, and training opportunities, converting them into measurable improvement plans. • Raise the bar on knowledge quality and operational rigor by establishing expectations for documentation, runbooks, reusable learnings, and support readiness. • Represent Support in cross-functional forums with Product, Engineering, CS, and Sales, clearly articulating customer impact, operational risk, and the support implications of business decisions. • Act as a senior customer advocate, ensuring we deeply understand customer pain points, protect ARR at risk, and close the loop on critical issues with urgency and accountability. • Drive strategic projects that improve supportability, efficiency, tooling, and customer experience across multiple teams, not just within a single manager’s area. • Influence product and engineering priorities by surfacing patterns from escalations, incidents, and support data, and by ensuring Support has a strong voice in roadmap and release readiness discussions. • Own executive-level reporting for your area, including weekly, monthly, and quarterly business reviews; synthesize trends, risks, root causes, and recommendations for Directors, VPs, and cross-functional leaders. • Partner with Support Ops and BI teams to improve reporting infrastructure and metrics definitions across SFDC, Tableau, and related systems, ensuring decisions are grounded in trusted data. • Lead change management across your organization, aligning leaders and stakeholders around new workflows, tools, and behavioral expectations, and ensuring adoption sticks. • Proactively identify where the organization will break as scale increases, then design and implement the structures, processes, and leadership mechanisms needed ahead of that curve. • Act as the directly responsible individual for large cross-functional programs, aligning stakeholders on scope, milestones, dependencies, risks, and success criteria.

• Provide technical Level 1–2 support for HR systems, integrations, and HR service management tools. • Investigate and resolve low to moderate complexity issues related to HR workflows, roles and permissions, interfaces, and employee data. • Monitor SLAs and KPIs for HR Technology and Projects, analyze case drivers, root causes and system defects, facilitate operational prioritization. • Monitor and analyse HR solutions roadmap incl new releases and maintain enhancement and change request backlog. • Support users with system navigation, transactions, approvals, and troubleshooting. • Monitor integration errors and coordinate issue resolution with solution architects, other technical teams and vendors. • Perform routine technical system administration and data maintenance activities. • Support testing activities for releases, patches, and enhancements. • Maintain support documentation, knowledge articles, and operational procedures. • Escalate complex issues to solution architects, product owners, or other technical teams when required.

As a global leader in cybersecurity, CrowdStrike protects the people, processes and technologies that drive modern organizations. Since 2011, our mission hasn’t changed — we’re here to stop breaches, and we’ve redefined modern security with the world’s most advanced AI-native platform. Our customers span all industries, and they count on CrowdStrike to keep their businesses running, their communities safe and their lives moving forward. We’re also a mission-driven company. We cultivate a culture that gives every CrowdStriker both the flexibility and autonomy to own their careers. We’re always looking to add talented CrowdStrikers to the team who have limitless passion, a relentless focus on innovation and a fanatical commitment to our customers, our community and each other. Ready to join a mission that matters? The future of cybersecurity starts with you. About the Role: As a Technical Support Engineer, you will be part of a highly skilled talented Customer Support team who work with CrowdStrike customers globally. The role involves working with CrowdStrike internal teams to resolve customer problems including troubleshooting, identification of root cause and issue resolution to help them receive the most benefit from their investment. The ideal candidate will have the energy and drive to discover and learn new technologies. Be fanatical about the customer, relentlessly focused on innovation and have limitless passion to drive their unlimited potential. This is a high energy, fast paced working environment that helps CrowdStrike achieve customer success. What You’ll Do: - As a Technical Support Engineer, you will be part of a highly skilled Customer Support team who support CrowdStrike customers globally. - Work in a dynamic and exciting technical environment with relentless focus on delighting our customers, partners and teammates. - Demonstrate ownership of customer’s concerns - assess impact, troubleshoot logically, engage relevant stakeholders, identify root cause and resolve them to the satisfaction of our customers. - Communicate effectively with internal and external stakeholders. Collaborate with them to resolve customer escalations quickly. - Work with Product experts/Engineering to fix bugs or enhance product features. - Manage time and work to meet or exceed operational goals. - Learn cutting edge technologies and new product features. - Create/Share Knowledge articles and contribute to mentoring/training efforts. - May be scheduled to work on shifts/holidays as per the business requirement. What You’ll Need: - Experience in a Product Technical support role supporting Global enterprise customers. - Outstanding oral and written communication skills. - Customer focus. Analytical thinking and Logical troubleshooting aptitude. - Proven experience in troubleshooting and diagnosing issues at the application and operating system level within either Windows, Linux or Mac environments. - Understanding of operating system fundamentals including user and kernel space, memory management, shared libraries, file and network IO, Windows registry, software distribution, etc. - Hands on experience using the tools and techniques to debug problems within either Windows, Linux or Mac environments. Bonus Points: ONE of the below specialization domains: SIEM/SOAR: - Hands on experience working on log management tools that offers self-hosted options & leverages kafka and/or containers. - Strong Skills in container administration & orchestration. - Good understanding of Regex & any query language. - Certifications in SIEM/SOAR platforms would be a plus. Identity Management: - Hands on experience in Windows Servers/Active Directory, MFA. - Experience with Identity Protection and Zero Trust solutions. - Excellent knowledge of authentication protocols - Kerberos, LDAP, NTLM, SAML. - Good understanding of TCP/IP and troubleshoot network issues using Wireshark/PCAP analysis. - Operational understanding of networking devices such as Routers, Switches and Firewalls would be a plus. Cloud Technologies: - Experience working and troubleshooting in a SaaS cloud environment. - Proven experience debugging and troubleshooting customer facing API/REST interfaces at both the JSON/HTTPS browser/client side and server-side web service termination, but also navigating within the backend cloud architecture which is responsible for fielding the request. - Good understanding of SaaS components and large-scale databases like Cassandra, Kafka, Elasticsearch, Splunk, etc, and the role that they play within a cloud service. - Familiarity with cloud orchestration tools like Docker, Kubernetes, etc. - Certification in any common Cloud platforms would be a plus. #LI-NR1 #LI-Remote Benefits of Working at CrowdStrike: - 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 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. We support veterans and individuals with disabilities through our affirmative action program. CrowdStrike is committed to providing equal employment opportunity for all employees and applicants for employment. The Company does not discriminate in employment opportunities or practices on the basis of race, color, creed, ethnicity, religion, sex (including pregnancy or pregnancy-related medical conditions), sexual orientation, gender identity, marital or family status, veteran status, age, national origin, ancestry, physical disability (including HIV and AIDS), mental disability, medical condition, genetic information, membership or activity in a local human rights commission, status with regard to public assistance, or any other characteristic protected by law. We base all employment decisions--including recruitment, selection, training, compensation, benefits, discipline, promotions, transfers, lay-offs, return from lay-off, terminations and social/recreational programs--on valid job requirements. If you need assistance accessing or reviewing the information on this website or need help submitting an application for employment or requesting an accommodation, please contact us at recruiting@crowdstrike.com for further assistance.