Senior Support Engineer

What are we looking for?

SentinelOne is looking for a passionate Technical Support Engineer to join our rapidly growing Global Support and Services organization. As the interface between our customers, field engineers and development, building tools that will help improve productivity, drive innovation, and more. We are seeking someone with a proven track record of leading support and services efforts on a variety of platforms, including Windows, Mac, and Linux.

Main Responsibilities

• Deliver exceptional Technical Support to our customers in EMEA and APAC regions.
• Lead customers escalations end to end while taking ownership of the technical aspects.
• Conduct in-depth investigations by collaborating with R&D to provide detailed root cause analysis.
• Design/revise tools and workflows to improve the efficiency and quality of our customer services
• Act with the voice of customers to improve products usability and quality
• Mentor new team members to achieve their professional goals
• Act as the Subject Matter Expert (SME) for products under your responsibility

Experience and Skills

• Minimum 5 years of experience in Technical Support or a customer-facing technical role (e.g. Customer Success, Professional Services) preferably in a SaaS B2B environment
• Expert-level proficiency in Windows or Linux, with proven troubleshooting skills
• Network or Endpoint Security background required
• Excellent customer-facing communication skills, verbal and written
• Relentless problem-solving approach 
• Excellent English (other languages are a plus)
• Demonstrated understanding of common customer service tools (CRM, IVR, Jira, etc.) and processes
• Ability to travel required as needed (up to 25%)
• Independent, responsible, and result-driven team player

Advantages

• Bachelor's degree in Computer Science, Information Technology, or a related field
• Experience with cloud technologies (AWS, GCP, Azure, K8s)
• Coding and scripting