Technical Support Engineer

About Us:

SentinelOne is defining the future of cybersecurity through our XDR platform that automatically prevents, detects, and responds to threats in real-time. Singularity XDR ingests data and leverages our patented AI models to deliver autonomous protection. With SentinelOne, organizations gain full transparency into everything happening across the network at machine speed – to defeat every attack, at every stage of the threat lifecycle.

We are a values-driven team where names are known, results are rewarded, and friendships are formed. Trust, accountability, relentlessness, ingenuity, and OneSentinel define the pillars of our collaborative and unified global culture. We're looking for people that will drive team success and collaboration across SentinelOne. If you’re enthusiastic about innovative approaches to problem-solving, we would love to speak with you about joining our team!

What are we looking for?

SentinelOne seeks a passionate Technical Support Engineer to join our rapidly growing Global Support and Services organization. As a Senior Support Engineer, you will be the interface between our customers, field engineers, and development, providing top-tier technical support to our customers.

We seek someone with a proven track record of supporting enterprise customers across Windows, Mac, and Linux environments, who thrive under pressure while managing multiple cases efficiently. In this role, your analytical thinking and resourcefulness will be key in troubleshooting complex issues, optimizing resolution times, and ensuring high customer satisfaction.

What will you do?

• Provide grade-A support for our lucrative enterprise customer base
• Provide immediate response to tickets according to the SLA and strive for the fastest resolution possible
• Understand the issue and the business/security impact
• Respond immediately to tickets according to the SLA and strive for the fastest resolution possible.
• Understand the issue and the business/security impact, provide frequent, meaningful, and high-quality updates to customers
• Deflect repeated issues through automation/KB/Self Service
  
  

What experience or knowledge should you bring?

• Minimum 2 years of experience in customer support or a customer-facing technical role (e.g. Technical Support, Customer Success, Professional Services)
• Experience with delivering customer services, both frontline, second, and third tier levels, preferably within a SaaS B2B vendor environment
• Expert-level proficiency in Windows, Mac, or Linux
• Networking or Endpoint Security background required
• Excellent customer-facing abilities and strong problem-solving as well as troubleshooting skills
• Excellent written and verbal communication skills in English (other languages are a plus)
• Demonstrated understanding of common customer service tools (Ticketing, Voice, Chat) and processes
• Ability to analyze and identify improvements in service systems
• Experience in managing cross-team projects to completion
• Ability to think outside the box and drive innovation that improves productivity
• Independent, responsible, and result-driven team player
• AWS, GCP, or Azure experience is an advantage
• Experience with writing code and scripting is an advantage
• Travel required as needed
  
  

Why Us?

You will be joining a cutting-edge company where you will tackle extraordinary challenges and work with the very best in the industry.

• Study Funds- SentinelOne contributes 7.5% over your base salary (no tax ceiling is applied), and employees contribute 2.5% of their base salary
• Pension fund- SentinelOne contributes to your pension fund according to local law. Pension contribution may vary based on the selected plan.
• RSUs- 4 years vesting with 1-year cliff and then quarterly.
• Annual bonus (depending on the performance of the company) paid out in 2 cycles
• Employee Stock Purchase Plan- The plan enables employees to purchase SentinelOne stocks at discounted prices vs. market value. (the plan is subject to local taxation)
• Company time off and holidays
• Private medical insurance
• Meal allowance
• Home office allowance
• Hybrid work model- The possibility of working both from the office and working from home
• Parental Leave - Embracing a new child into the family is a unique moment for everyone! In support of that, we offer 20 weeks of fully paid leave for the birth parent and 12 weeks of paid leave for the non-birth parent
• Employee Assistance Program- Psychological sessions with certified therapists to help you overcome stress, personal and professional challenges
• Free Parking in our office building
• Music Room fully equipped room
• Wellness- workout sessions and a wellness app
  
  

SentinelOne is proud to be an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.

SentinelOne participates in the E-Verify Program for all U.S. based roles.