• Monitor networks, servers, IT services and security alerts • Monitor dashboards and alerts • Open, log and track technical tickets • Resolve incidents for the reported services • Update technical documentation and operational records • Prepare reports of events and incidents • Support scheduled changes to the infrastructure • Track indicators according to service level and type • Communicate incident status to clients and users, whether related to networks, services or security • Support infrastructure asset management • Verify backups and maintenance routines • Perform tests and diagnose connectivity scenarios

• Provide technical support to customers through telephone and other forms of communication (i.e. email, video conference, etc.) • Resolve Hardware, Software, Assay and Training related calls in a 24/7 support environment • Independently resolve complex and routine issues on the microbiology product line • Distinguish between hardware, reagent, and software issues • Use soft skills and maintain quality standards to ensure compliance

• Perform corrective and preventive maintenance, installation, and relocation of multifunction printers and computer equipment. • Provide on-site service and, when necessary, remote support (Remote Hands). • Ensure SLAs are met by logging and tracking service tickets until completion. • Document service calls, collecting evidence, photographic records, and customer approval. • Escalate to Level 3 support for analysis and parts requests when necessary. • Manage parts inventory, backup equipment, and reverse logistics. • Manage travel expenses and reconcile them according to company policies. • Maintain the condition of equipment and the vehicle used for activities, following internal procedures. • Participate in technical training and communicate any impediments to the management team.

Role Description The Ideal Technical Support Engineer candidate is passionate about technology and customers. A true problem solver, the Technical Support Engineer will provide well-thought out and reliable direction, both in technical and non-technical terms, to help customers integrate, deploy and maintain the CrowdStrike service. - You will take ownership of customer issues, including: - Initial troubleshooting - Identification of root cause and issue resolution or escalation - Identify and escalate priority issues that need immediate attention - Meet or exceed customer expectations on response quality, timeliness of responses and overall customer experience - Serve as internal and external point of contact on customer escalations and ensure customer issues are being resolved as expediently as possible - You will collect information and document bugs with Sr. TSE and/or Engineering for product issues that are impacting customers - Create the process or troubleshooting documentation in support of the knowledge base - We believe in pushing creative thinking beyond the boundaries of existing industry standard practices to come up with process improvements and new ways to delight customers Qualifications - 3+ years of customer support, technical support, system administration or related customer facing role - Knowledgeable in the Windows environment, including Windows Service and Workstation, troubleshooting and diagnosing low-level operating systems and network issues - Passion for solving customer issues and advocating for their success, in a fast-paced, highly technical environment - Ability 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) - Ability to work independently with little direct supervision and as a part of a team - Outstanding analytical and organizational abilities - Ability to remain calm, composed and articulate when dealing with tough customer situations - Proven experience utilizing AI technologies to enhance decision-making, streamline workflows and processes, improve efficiency and drive business outcomes Requirements - Experience supporting Kernel level security solutions - Experience supporting hybrid environments - Experience supporting security applications such as AV, VPN, Firewall, proxy - Linux troubleshooting experience a plus - Experience with Splunk - Experience with troubleshooting Windows and Mac Benefits - 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