Manager, Technical Support

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.

As a Manager, Technical Support  you will  Join our Global Technical Support organization.  You will report to the Senior Manager of Support and Services and lead a team of Technical Support Engineers across the APJ region.

What Will You Do?

Primary responsibilities include :

Ensure excellent customer service is provided through all channels 

Reduce customer effort by optimizing troubleshooting iterations, promoting supportability enhancements, and acting with the voice of the customer

Own escalations, engage customers directly, and follow up until mitigation/resolution

Monitor quality KPIs to address concerns quickly and effectively

Manage resources efficiently to deliver all assignments, especially resiliency, and ability to support all assigned products

Mentoring and coaching of managers and engineers

Conduct weekly 1x1 meetings with direct reporters and skip-level meetings with individual contributors in the group

Recruit and promote talents

Collaborate with HRBP/People Organization to manage career path, maintain employees’ well-being, and recognize outperformers

Ensure knowledge & skills gaps are addressed in a timely manner

Promote initiatives to improve performance at all levels

Drive continuous improvement through debriefs and enrichment activities

Ensure Performance Improvement Plans are set and executed with low performers

Demonstrate a can-do approach and assist colleagues from different teams/organizations

What Skills and Knowledge Will You Bring?

Ideal candidates will have:

Bachelor’s degree with at least 5-8 years of experience in a customer-facing role and at least 3  years of experience in managing Technical Support teams

Experience with Call Center technology, including ACD, workforce management, agent productivity tools, and quality management tools 

Excellent verbal and written communication in English

Innovative approach, strong self-awareness

Network or Endpoint Security background 

Knowledge of cybersecurity & vulnerabilities

Experienced with cloud technologies

Experience on  Linux & Mac skill

Must be experienced and comfortable working in a fast-paced entrepreneurial environment and able to deal well with change and ambiguity

Experience with support tools including ticketing and knowledge management

Exceptional analytical, strategic, and problem-solving skills

Candidates who are based in Bangalore would be highly preferred.

Why SentinelOne?

AI is redefining how the world operates and rewriting the rules of security in real time, and SentinelOne was built for this moment. From day one, we architected an AI-native platform designed to operate at machine speed, not as an add-on to legacy systems but as the foundation itself. If you want to build where innovation and impact move together, this is that place.

We invest in our Sentinels with comprehensive, competitive benefits designed to support you and your family:

Equity & Rewards

Restricted Stock Units (RSUs)

Employee Stock Purchase Plan (ESPP)

Time Off & Wellbeing

Competitive leave benefits

Gender-neutral parental leave

Insurance & Financial Security

Medical and insurance benefits

Employee Assistance Program (EAP)

Work Perks & Flexibility

Global home office allowance

Internet allowance

LinkedIn Learning license

Social Connect program

Food allowance (Bangalore office)

Meal vouchers (Sodexo)

Wellness & Lifestyle

Health & wellness benefit

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.