Senior Technical Support Engineer

About Us:

SentinelOne is defining the future of cybersecurity through our XDR platform that automatically prevents, detects, and responds to threats in real-time. Singularity XDR ingests data and leverages our patented AI models to deliver autonomous protection. With SentinelOne, organizations gain full transparency into everything happening across the network at machine speed – to defeat every attack, at every stage of the threat lifecycle.

We are a values-driven team where names are known, results are rewarded, and friendships are formed. Trust, accountability, relentlessness, ingenuity, and OneSentinel define the pillars of our collaborative and unified global culture. We're looking for people that will drive team success and collaboration across SentinelOne. If you're enthusiastic about innovative approaches to problem-solving, we would love to speak with you about joining our team

SentinelOne is seeking 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, you will be a key contributor driving our cross-organizational projects, owning our ticketing system and future migrations, building tools that will help improve productivity, driving 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.

• Provide grade A support for our lucrative enterprise customers base in the EMEA
• Lead burning escalations from end-to-end while owning all of the technical and managerial aspects of the issue
• Define, build, and implement tools to improve the speed and quality of support
• Assist with the design and rollout of new support channels and service offerings
• Develop and maintain standard operating procedures for common situations
• Analyze support workflows and make suggestions to improve efficiency and effectiveness
• Working closely with the directors in the organization and other senior management to help customer service deliver on their components of overall company goals and objectives

• Minimum 2 years of experience in a customer support, or a customer-facing technical role (e.g. Technical Support, Customer Success, Professional Services)
• Experience with deliver customer services, both frontline, second and third tier levels, preferably within a SaaS B2B vendor environment
• Expert level proficiency in Windows
• Network, or Endpoint Security background required
• Excellent customer-facing abilities, and strong problem-solving as well as troubleshooting skills
• Excellent written and verbal communication skills in English (other languages are a plus)
• Demonstrated understanding of common customer service tools (Ticketing, Voice, Chat) and processes
• Ability to analyze and identify improvements in service systems
• Experience in managing cross-team projects to completion
• Ability to think outside the box and drive innovation that improves productivity
• Independent, responsible and result-driven team player
• Experience with writing code and scripting is an advantage

At SentinelOne, our team is at the forefront of redefining cybersecurity relationships. This international, collaborative group is renowned for its innovative approach, consistently setting industry benchmarks in customer engagement and satisfaction.

By joining us, you'll be part of a team that values ingenuity, embraces diverse perspectives, and is committed to driving transformative outcomes. Our culture fosters autonomy, continuous learning, and a shared mission to protect what matters most to our customers.

We also provide a range of benefits to support your success, including:

• Restricted Stock Units (RSUs) and participation in our Employee Stock Purchase Program
• Comprehensive pension scheme and disability insurance
• Flexible Time Off policy to recharge when you need it
• Choice of a high-end MacBook or Windows laptop, plus home office setup support
• An additional Volunteering Day off each year and 4+ Wellness Days for self-care and mental health
• Global gender-neutral parental leave and grandparent leave for life's important moments
• Access to a confidential Employee Assistance Program offering mental health support
• Full access to LinkedIn Learning, a leading platform for professional development
• Full access to Wellness Coach, a mental well-being and fitness app
• Opportunities to connect and grow through our Company Inclusion Networks and Mentor Program