Senior Technical Support Engineer

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.