Senior Technical Support Engineer

Our Purpose

At SentinelOne, we are driven by a clear purpose: to give the advantage to those who secure our future. As AI reshapes how organizations build, operate, and innovate, the responsibility to protect them becomes more critical than ever. When you join SentinelOne, your work helps protect global enterprises, critical infrastructure, and the technologies shaping tomorrow. If you are motivated by meaningful challenges and want your impact to be real, measurable, and global, you will find purpose here.

About Us

SentinelOne is a company at the intersection of AI and security, pioneering a new operating model for cybersecurity. Our AI-native platform unifies protection across endpoint, cloud, identity, data, and AI systems to deliver autonomous detection and response with clarity and speed. By combining real-time analytics, intelligent automation, and a unified data foundation, we reduce noise, simplify complexity, and empower security teams to focus on what truly matters.

Our teams are builders, problem-solvers, and innovators committed to shaping the future of security. If you are excited to solve hard problems alongside talented, mission-driven people, we invite you to help us build a safer future for humanity.

What Are We Looking For?

We’re looking for people who are relentlessly curious and committed to continuous learning. AI is reshaping every function across our business, and we enable every team member, regardless of role or level, to build fluency in AI tools and concepts. Those who thrive here actively seek out new solutions, experiment thoughtfully, and apply what they learn to drive better, faster, smarter outcomes.

What Will You Do?

Primary responsibilities include:

• Monitor and respond to incoming customer cases submitted through the support portal within defined SLA targets.
• Log in to and actively manage the inbound support queue, picking up and triaging new cases as they arrive.
• Be available and responsive on inbound customer chat to provide real-time technical assistance and guidance.
• Troubleshoot and resolve technical issues across endpoint, cloud, and cybersecurity-related product areas.
• Accurately document case details, troubleshooting steps, and resolutions in the case management system.
• Escalate complex or unresolved issues to senior engineers or relevant teams while retaining case ownership and customer communication.
• Identify recurring issues and contribute to knowledge base articles to support team efficiency and self-service.
• Maintain professional, clear, and courteous communication with customers across chat and case correspondence.

What Skills and Knowledge Will You Bring?

Ideal candidates will have:

• Strong working knowledge of Linux operating systems, including administration, command line, and troubleshooting.
• Solid understanding of cybersecurity concepts and practices (endpoint security, threat detection, incident response fundamentals).
• Working knowledge of cloud platforms and cloud security concepts, such as AWS, Azure, or GCP.
• 4 or more years of experience in cybersecurity or a related technical field, or demonstrated strong Linux expertise in place of formal cybersecurity experience.
• Strong written and verbal communication skills, with the ability to explain technical concepts clearly to customers.
• Ability to manage competing priorities across queue monitoring, live chat, and case work in a fast-paced environment.
• Prior experience with SentinelOne or similar EDR/XDR and endpoint security platforms is preferred.
• Relevant certifications, such as CompTIA Security+, Linux+/RHCSA, or a cloud provider certification, are preferred.
• Previous experience in a customer-facing technical support or helpdesk role is preferred.