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Sr. Technical Account Manager

3 weeks ago

Ottawa, Ontario, Canada CrowdStrike Full time $115,000 - $160,000

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:

Are you passionate about Internet Security and Customer Advocacy?  Do you want to work where the people are as committed and as passionate as you are? As a Sr Technical Account Manager with CrowdStrike you will provide proactive technical support to our Premium Support customers.  At CrowdStrike, you will be working with people who "wrote the book" on hacking and internet security.  We care deeply about our customers' success.  We ensure they are protected, stable, and empowered to stop breaches.  To be successful in this role, you must be a motivated self-starter, be committed to ongoing self-education, possess strong customer service skills and have excellent technical problem-solving skills

What You'll Do:

  • Serve as 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 CrowdStrike stakeholders to ensure needed customer feedback is adequately documented and assessed by internal parties.

  • Engage with customers at all levels of their organization, from the front lines of 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, including development engineers, knowledge base, and other internal tools to provide the most effective solutions to customer issues.

  • Create knowledge base content to capture new learning for reuse throughout the company and user base.

  • Participate in technical communications within the team to share best practices and learn about new technologies and complimentary security applications.

  • Identify renewal risk and collaborate with internal teams to remediate and ensure a successful renewal.

  • Support the sales teams in identifying account expansion opportunities.

  • Drive support cases to ensure issues are being resolved in a timely manner.

What You'll Need:

  • Bachelor's Degree or equivalent experience.

  • Experience working with Windows Server Operating Systems.

  • Knowledge of enterprise web technologies, security and cutting-edge infrastructures.

  • Excellent customer service skills and ability to quickly establish technical credibility with customers.

  • Excellent communication skills, written and verbal.

  • Proven problem-solving skills.

  • Collaborative attitude.

  • Ability to travel up to 25%.

  • Commitment to customer success.

Bonus Points:

  • Bachelor's Degree in Computer Science or equivalent.

  • CISSP or ITIL Certification.

  • 3+ years of Customer Success/Support/Technical Account Management experience in SaaS organization.

  • Deep expertise in Linux and Mac platforms.

  • Python Scripting and RestAPI experience.

#LI-RL1

#LI-Remote

Benefits of Working at CrowdStrike:

  • Remote-friendly and flexible work culture

  • 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 for further assistance.

CrowdStrike Canada ULC is committed to equal pay for equal work in its compensation practices. The base salary range for this position in Canada is $115,000 - $160,000 CAD per year + variable/incentive compensation + equity + benefits. A candidate's salary is determined by various factors including, but not limited to, relevant work experience, skills, certifications and location.

This is Canadian-based employment, and it is expected that all employees maintain legal entitlement to work in Canada. Applicants selected to move forward in the hiring process are subject to background checks, including but not limited to criminal record, credit, and/or reference checks.