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:

• Own and resolve incoming high-value cases submitted through the customer support portal, ensuring timely and technically accurate resolution.
• Accept, triage, and resolve escalated cases handed off from Level 1 and Level 2 support engineers.
• Log in to and actively work the inbound case queue, picking up new cases per SLA and SLO targets, and be available and responsive on the inbound customer chat channel to provide real-time technical assistance.
• Perform in-depth troubleshooting of Windows endpoint issues, including kernel-level and Windows Internals analysis.
• Analyze memory and crash dumps (such as with WinDbg or equivalent tooling) and system and application logs to identify root cause.
• Investigate and resolve issues involving cloud-connected components of the SentinelOne platform.
• Document root cause, resolution steps, and knowledge base articles for recurring issues.
• Partner with Engineering and R&D on complex, product-level escalations.
• Mentor and provide technical guidance to Level 1 and Level 2 support engineers as needed.
• Maintain accurate, up-to-date case documentation in Salesforce in line with SLA and quality standards.

What Skills and Knowledge Will You Bring?

Ideal candidates will have:

• Strong working knowledge of Windows operating systems and Windows Internals (process and memory management, kernel mode, drivers).
• Solid grounding in cybersecurity concepts, including endpoint protection, EDR/AV, and threat detection and response.
• Working knowledge of cloud platforms and cloud security concepts (AWS, Azure, or GCP).
• Hands-on experience with memory and crash dump analysis and log analysis for root-cause troubleshooting.
• 6 or more years of experience in cybersecurity, technical support, or a related field, or demonstrated strong hands-on expertise in Windows Internals, dump analysis, and log analysis in lieu of the 6-year requirement.
• Strong written and verbal communication skills, with the ability to manage customer-facing chat and portal interactions professionally under time pressure.
• Ability to work effectively in a queue-driven, SLA-bound support environment across shifts as required.
• Prior experience supporting an EDR/XDR or endpoint security product is preferred.
• Familiarity with SentinelOne Singularity Platform or comparable security platforms is preferred.
• Relevant certifications (such as Microsoft, security, or cloud certifications) are preferred.