Staff Escalation Manager

As a Technical Support Escalation Manager to serve as the primary technical interface between Technical Support and SentinelOne Product and Engineering teams for an assigned product area. This is a senior individual-contributor role for someone who combines subject-matter expertise, advanced troubleshooting, product knowledge, technical judgment, and strong cross-functional leadership. You will own the quality and prioritization of Engineering escalations coming from Support, challenge issues before they become development work, help Support resolve problems without unnecessary escalation, and ensure genuinely product-related issues reach Engineering with the evidence and urgency required for action. You will also analyze recurring issues and use those insights to improve Support readiness, product quality, documentation, diagnostics, and overall product supportability. The goal is not simply to manage escalations. It is to reduce the need for them.

What Will You Do

Primary responsibilities include :

• Serve as the senior Support subject-matter expert for assigned SentinelOne products or technologies.
• Act as the primary technical interface between Technical Support and Product/Engineering for customer-driven escalations.
• Review and validate Support escalations before Engineering engagement.
• Validate technical evidence, customer impact, severity, reproduction steps, logs, diagnostics, and troubleshooting already completed.
• Determine whether issues represent product defects, environmental conditions, configuration issues, known behavior, or Support-solvable problems.
• Deflect unnecessary Engineering escalations by providing solutions, known fixes, technical guidance, documentation, and coaching to Support.
• Prioritize Engineering escalations based on severity, customer impact, breadth of exposure, and business risk.
• Maintain visibility into critical and high-impact defects affecting customers.
• Drive technical escalation execution across Support, Product, and Engineering.
• Partner closely with Product and Engineering leadership to improve product supportability.
• Perform trend analysis to identify recurring defects and the highest-impact customer issues.
• Develop and maintain technical knowledge including KBs, troubleshooting guides, training, videos, diagnostics, and internal enablement.
• Coach Frontline and Backline engineers to increase technical capability and reduce repeat escalations.
• Participate in customer-facing escalation calls when advanced technical leadership is required.
• Translate complex Engineering findings into clear guidance for Support teams and customer-facing stakeholders.
• Where appropriate, inspect code, diagnostics, dumps, or other low-level technical artifacts to accelerate root-cause investigation.
• Provide structured product-quality and supportability insights to Support, Product, Engineering, and Customer Experience leadership.

What Skills and Knowledge Will You Bring

• 7+ years of experience in Technical Support, Escalation Engineering, Software Engineering, Customer Engineering, Security Engineering, or a comparable technical role.
• Deep subject-matter expertise in one or more enterprise security technologies.
• Exceptional troubleshooting and root-cause analysis skills.
• Demonstrated experience working directly with Product and Engineering organizations.
• Ability to independently assess whether a technical issue represents a product defect.
• Strong understanding of operating systems, enterprise security, cloud technologies, networking, and large-scale software environments.
• Strong technical judgment and ability to balance customer urgency with engineering prioritization.
• Ability to lead cross-functional technical execution without direct authority.
• Excellent technical communication skills.
• Strong coaching and technical enablement capabilities.
• Ability to identify systemic patterns across large numbers of customer issues.

For Windows-focused roles, experience with technologies such as:

• WinDbg and memory dump analysis
• Process Monitor
• Windows Performance Analyzer
• C++, Rust, Python, or similar languages

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

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.