Staff Technical Support Engineer

Job Summary

As a Staff Technical Support Engineer, you will be tasked with providing responsive, high-quality technical assistance to customers across our global customer base, investigating and resolving technical issues across Windows, macOS, Linux, cloud, networking, and security environments while communicating clearly with customers throughout the troubleshooting process. Technical Support sits on the front line of SentinelOnes commitment to customer outcomes, where every interaction is an opportunity to solve a customer problem, build confidence in SentinelOne, and create knowledge that makes the next customer experience even better. This role is about more than responding to tickets, as great Support Engineers combine technical curiosity, disciplined troubleshooting, customer empathy, strong documentation, and a desire to continuously increase what can be solved at the frontline.

What Will You Do

Primary responsibilities include:

• Provide customer support through phone, email, chat, and other Support channels, communicating clearly, proactively, and professionally throughout the customer experience.
• Troubleshoot technical issues across SentinelOne products and supported operating environments, gathering the technical information, logs, reproduction steps, and environmental context required to diagnose issues effectively.
• Perform performance tracing and system-level diagnostics, kernel debugging (Mac, Linux), and memory dump and crash analysis.
• Reproduce issues by building scripts, automation, and test environments.
• Own customer cases from initial investigation through resolution or appropriate escalation, meeting established response and resolution service levels and documenting troubleshooting activity and customer interactions clearly and consistently.
• Apply existing knowledge, documentation, diagnostics, and tooling before escalating issues.
• Collaborate with senior Support engineers, escalation specialists, and more specialized technical teams on complex technical problems that require deeper investigation, and with Support, Product, Problem Management, and Principal Engineers on large-scale investigations.
• Identify recurring issues and repeatable solutions, and contribute knowledge articles, troubleshooting guides, videos, and other reusable resources to the collective knowledge of the Support organization.
• Provide structured feedback when product usability or supportability improvements could reduce customer effort.
• Continuously expand your technical knowledge of SentinelOne products, operating systems, cybersecurity, and troubleshooting methodologies.

What Skills and Knowledge Will You Bring

Ideal candidates will have:

• Strong customer orientation and desire to solve technical problems, with strong collaboration skills and a willingness to learn from others.
• Strong analytical, troubleshooting, and problem-solving skills, including the ability to systematically investigate technical issues and clearly document findings.
• Excellent written and verbal communication, and the ability to manage multiple customer issues while maintaining quality and urgency.
• Working knowledge of Windows, macOS, and/or Linux, and an understanding of networking and basic security concepts.
• Mastery of networking protocols including TCP/IP, BGP, OSPF, IPsec VPNs, SSL/TLS, and Web proxy, and proficiency in network and API troubleshooting tools such as Wireshark, MTR, and Curl.
• The ability to deliver timely, high-quality customer resolutions; maintain strong SLA performance and high customer satisfaction; demonstrate strong case ownership and communication; increase first-line resolution whenever technically appropriate; produce clear, complete, and technically accurate case documentation; reduce avoidable escalations; contribute reusable knowledge that improves Support at scale; and continuously expand technical proficiency.
• Previous technical support or customer-facing technical experience is highly desirable.
• Experience with endpoint security or enterprise security products, or troubleshooting endpoint or server environments, is highly desirable, as is familiarity with cloud platforms or SaaS technologies.
• Scripting experience with PowerShell, Python, Bash, or similar tools is highly desirable.
• Cybersecurity education, certifications, or professional experience is highly desirable.

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.