Uncategorized
Hello world!
Welcome to WordPress. This is your first post. Edit or delete it, then start writing!
Read MoreChristopher Collins
Customer Success Engineer | Cybersecurity Expert
Results-driven Customer Success Engineer with 7+ years of experience bridging technical expertise and customer advocacy across cybersecurity, cloud infrastructure, and enterprise support. Proven track record of delivering exceptional customer experiences, accelerating time-to-value, and serving as a trusted technical advisor to enterprise clients.
95%
Customer Satisfaction
7+
Years Experience
18%
Efficiency Increase
Christopher Collins
Customer Success Engineer
Atlanta, GA
Core Competencies
Technical expertise and customer success skills that drive results
Customer Success
- Technical Customer Support
- Customer Experience Optimization
- Product Training & Adoption
- Customer Advocacy
- Trusted Advisory Services
- Time-to-Value Reduction
- Best Practices Consulting
- Stakeholder Communication
Security & Infrastructure
- Cybersecurity Platforms (CrowdStrike)
- Cloud Security (AWS, GCP, Azure)
- Network Security Protocols
- Threat Detection & Analysis
- Vulnerability Management
- Security Tool Integration
- Compliance Frameworks
- Risk Assessment
Technical Skills
- REST APIs & Integration
- Network Protocols (HTTPS, SSH, SMTP)
- SSL/TLS Certificates
- Linux Systems Administration
- Ticketing & Support Platforms (Zendesk, ServiceNow, Salesforce & Jira)
- PCAP Analysis & Network Troubleshooting (Wireshark)
Cloud Platforms
- Amazon Web Services (AWS)
- Google Cloud Platform (GCP)
- Microsoft Azure
- Container Security & Kubernetes
- Infrastructure as Code
- API Gateway & Lambda Functions
- Load Balancers & Firewall Config
- Cloud Migration Support
Professional Experience
Career journey in customer success and technical support
November 3, 2025 - Present
Product Support Specialist
Huntress - Remote
Deliver technical support to partners by diagnosing issues, investigating complex problems, and driving troubleshooting efforts toward resolution. Assess incidents, determine root causes, and escalate cases when necessary. Manage and track support requests in Zendesk, maintain clear customer communication, and ensure timely follow-through from initial report to resolution. Troubleshoot Windows, macOS, and Linux environments while collaborating with teammates to resolve technical challenges. Identify documentation gaps, recommend improvements to internal and customer-facing resources, and continuously expand product knowledge and technical expertise.
98%
CSAT Score
Security
Security Specialist
April 2023 - June 2025
Cloud Technical Support Engineer
CrowdStrike - Atlanta, GA
Delivered world-class technical support and customer success services for enterprise clients, maintaining 95%+ satisfaction. Acted as a trusted advisor during Falcon Host deployments, helping customers reduce time-to-value, optimize workflows, and integrate with tools like Cloud Connectors, Splunk, Jira, and ServiceNow. Served as a customer advocate influencing product improvements, authored technical knowledge resources, and became an SME in cloud-native security and containerized deployments across AWS, GCP, and Azure.
95%+
Customer Satisfaction
Multi-Cloud
Security Support
November 2021 - March 2023
IT Support Specialist I
Twilio - Atlanta, GA
Supported a fast-paced cloud communications environment by resolving 35+ concurrent end-user incidents through ServiceNow while collaborating with Security, Networking, and DevOps teams. Led Identity & Access Management for third-party SaaS platforms (Okta, Slack, AWS) and optimized network performance by 18% through process improvements. Partnered with engineering teams on Windows/Linux workspace setups, provided after-hours escalation support for security incidents, and mentored junior administrators.
18%
Efficiency Increase
35+
Concurrent Requests
June 2017 - November 2021
Genius - Senior Technical Specialist
Apple - Atlanta, GA
Delivered hands-on hardware and software support across Apple's full product suite, specializing in diagnostics and repair of logic boards, SSDs, and network components. Consistently exceeded customer satisfaction targets while managing a high-volume support queue. Led new-hire training bootcamps, streamlined internal knowledge base documentation, and improved remote troubleshooting efficiency by 20%. Empowered customers through step-by-step guidance and security best practices to protect their data and devices.
20%
Efficiency Improvement
20+
Specialists Trained
Latest Blog Posts
Insights on cybersecurity, customer success, and cloud infrastructure
Certifications & Education
Professional certifications and continuous learning
AWS Solutions Architect Associate
Amazon Web Services
CrowdStrike Certified Falcon Administrator
CrowdStrike
CrowdStrike Certified Cloud Specialist
CrowdStrike
CompTIA Security+
CompTIA
CompTIA Cloud+
CompTIA
CompTIA Network+
CompTIA
Bachelor of Science: Cybersecurity Assurance and Information (Expected December 2025)
Western Governors University
Let's Connect
Ready to discuss how I can help drive customer success for your organization?