Technical Support Engineer - Korean-speaking (Remote, Australia)

Company Overview

CrowdStrike is a global cybersecurity leader dedicated to protecting the technologies, processes, and people that underpin modern organizations. Since 2011, their mission has been to prevent security breaches through the world’s most advanced AI-driven platform. Handling nearly 3 trillion daily events, their customers rely on CrowdStrike to maintain their operations, safeguard communities, and keep lives uninterrupted. The company embraces flexibility, autonomy, and responsible AI innovation.

Role Summary

As a Technical Support Engineer based in Australia, you will join a globally skilled Customer Support team focused on assisting CrowdStrike’s Korean-speaking clients across the Asia-Pacific region. You will work closely with internal teams to troubleshoot, analyze, identify root causes, and provide solutions to customer issues in order to maximize their use of the CrowdStrike Falcon® platform.

Key Responsibilities

• Provide expert 24/7 support to Korean-speaking enterprise customers within the Asia-Pacific area as part of the Customer Support team.
• Engage actively in a fast-paced technical environment committed to customer satisfaction and collaboration.
• Take full ownership of customer problems by assessing their impact, logically troubleshooting, involving the right stakeholders, and resolving issues effectively.
• Communicate clearly and collaborate with internal departments and external clients to quickly handle escalations.
• Work alongside product and engineering teams to identify defects and suggest product improvements.
• Manage workload efficiently to meet or surpass operational targets.
• Continuously update knowledge on new technologies and product releases.
• Create knowledge base articles and contribute to employee mentoring and training activities.
• Work scheduled shifts and holidays as the business demands.

Required Qualifications and Skills

• Between 3 and 8 years of experience in a product technical support capacity supporting global enterprise customers.
• Fluent professional communication skills in Korean and English, both verbal and written, to support Korean-speaking clients in the JAPAC region.
• Excellent interpersonal and written communication skills.
• Strong customer orientation combined with analytical thinking and logical troubleshooting abilities.
• Proven abilities in debugging and diagnosing application and operating system issues on Windows, Linux, or Mac platforms.
• Good understanding of OS fundamentals such as user/kernel space, memory handling, file and network input/output, Windows registry, software distribution, etc.
• Hands-on experience with debugging tools on Windows, Linux, or Mac systems.
• Experience in leveraging AI tools to enhance decision-making, optimize workflows, improve efficiency, and support business objectives.

Preferred Specializations

SIEM/SOAR Expertise

• Experience with log management solutions featuring self-hosted options and utilizing Kafka and/or containers.
• Strong skills in container management and orchestration technologies.
• Solid understanding of regular expressions and at least one query language.
• Relevant certifications for SIEM or security orchestration, automation, and response platforms are advantageous.

Identity Management Expertise

• Experience with Windows Servers, Active Directory, and multi-factor authentication systems.
• Familiarity with identity protection and Zero Trust frameworks.
• Comfortable with authentication protocols such as Kerberos, LDAP, NTLM, and SAML.
• Good knowledge of TCP/IP and ability to troubleshoot networks using Wireshark and PCAP analysis.
• Understanding of networking hardware like routers, switches, and firewalls is beneficial.

Cloud Technologies Expertise

• Experience working within SaaS cloud environments troubleshooting customer-facing API/REST endpoints on both client and server sides.
• Familiarity with the architecture of SaaS components and large databases including Cassandra, Kafka, Elasticsearch, and Splunk.
• Experience with container orchestration tools such as Docker and Kubernetes.
• Cloud platform certifications are a plus.

Additional Advantages

• Prior technical support experience for Korean-speaking enterprise customers.
• Exposure to cybersecurity markets within the Asia-Pacific region.
• Knowledge of CrowdStrike Falcon® or similar endpoint detection and response tools.
• Proficiency in other relevant Asia-Pacific languages.

Employee Benefits

• Competitive salary and equity award programs.
• Comprehensive mental and physical wellness initiatives.
• Generous vacation allowances and paid holidays.
• Paid parental and adoption leave policies.
• Opportunities for continuous professional growth regardless of role or seniority.
• Employee networks, community groups, and volunteer opportunities to foster connections.
• Vibrant work culture with top-tier office amenities.
• Globally recognized as a Great Place to Work Certified™ organization.

Equal Opportunity Commitment

CrowdStrike is dedicated to equitable employment, valuing diversity and inclusion. They ensure non-discrimination in hiring and employment decisions based on legally protected characteristics. Support for veterans and individuals with disabilities is integral to their affirmative action program. Assistance is available for applicants needing accommodation during the employment process.