Senior Technical Support Engineer

At SentinelOne, we're redefining cybersecurity by pushing the limits of what's possible—leveraging AI-powered, data-driven innovation to stay ahead of tomorrow's threats.

From building industry-leading products to cultivating an exceptional company culture, our core values guide everything we do. We're looking for passionate individuals who thrive in collaborative environments and are eager to drive impact. If you're excited about solving complex challenges in bold, innovative ways, we'd love to connect with you.

We are seeking a highly skilled and motivated Frontline Support Engineer – SentinelOne (windows) to join our Endpoint Security team. This role is responsible for managing and resolving complex escalations related to SentinelOne agents deployed on windows environments. As a Backline engineer, you will serve as the final escalation point, working closely with frontline support, engineering, and product teams to ensure swift resolution of critical issues.

Key Responsibilities:

• A SentinelOne Support Engineer with 4+ years of experience would typically be responsible for:
  
• Advanced Troubleshooting: Diagnosing and resolving complex technical issues related to the SentinelOne agent and management console for endpoints. This includes analysing logs, crash dumps, and system behaviour to identify root causes.
• Customer Support: Providing timely and professional support to customers via zoom, email, and a ticketing system. This role involves managing multiple cases simultaneously, prioritizing based on urgency and impact.
• Collaboration: Working closely with frontline support team members, backline, and engineering teams to escalate issues, report bugs, and provide valuable customer feedback for product improvements.
• Knowledge Management: Contributing to and maintaining the internal knowledge base by creating documentation, solutions, and best-practice guides for common issues.
• Root Cause Analysis: Performing in-depth analysis to determine the underlying cause of issues and developing strategies to prevent future occurrences.
• Incident Response: Participating in incident response activities and coordinating with InfoSec teams to investigate threats and security incidents.
• Scripting and Automation: Using scripting languages, such as PowerShell, to collect data, automate troubleshooting tasks, and develop tools that improve support efficiency.

• To be a successful candidate for this role, you should have:
  
• Experience: A minimum of 4 years in a technical support, should be in the cybersecurity, endpoint security, or antivirus industry.
• Microsoft Windows Expertise: An in-depth understanding of Windows internals, including services, drivers, the registry, Event Viewer, and networking concepts like DNS and VPN. This is crucial for diagnosing and resolving SentinelOne-specific issues.
• Cybersecurity Knowledge: Strong knowledge of Endpoint Detection and Response (EDR), antivirus (AV), and endpoint hardening best practices. Familiarity with common malware behaviours and frameworks like the MITRE ATT&CK framework is a significant plus.
• Problem-Solving Skills: Excellent analytical and problem-solving skills with the ability to think logically under pressure.
• Communication: Exceptional written and verbal communication skills, with the ability to explain complex technical concepts to both technical and non-technical audiences.
• Tools and Technologies: Hands-on experience with troubleshooting tools like Wireshark and Sysinternals. Experience with ticketing systems like Salesforce or Jira is also expected.

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

• Employee stock purchase program and RSU 
• Numerous company-sponsored events including regular happy hours and team-building events
• Flexible Time Off.
• Flexible Paid Sick Days.
• Global gender-neutral Parental Leave (16 weeks, beyond the leave provided by the local laws) 
• Gym membership/sports gears by Cultfit.
• Wellness Coach app, with 3,000+ on-demand sessions, daily interactive classes, audiobooks, and unlimited private coaching. 
• Private medical insurance plan for you and your family.
• Life Insurance covered by S1 (for employees)
• Telemedical app consultation (Practo)
• Global Employee Assistance Program (confidential counseling related to both personal and work life matters)
• High-end MacBook or Windows laptop.
• Home-office-setup allowances (one time) and maintenance allowance. 
• Internet allowances.
• Provident Fund and Gratuity (as per govt clause)
• NPS contribution (Employee contribution)
• Half yearly bonus program depending on the individual and company performance.
• Above standard referral bonus as per policy.
• LinkedIn Business platform for Hard/Soft skills Training & Support for your further educational activities/trainings
• Sodexo food coupons.

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.