Senior Technical Support Engineer
Core
Handle incoming customer cases via support portal and chat, troubleshooting endpoint, cloud, and cybersecurity issues to resolve them efficiently.
Role type
Senior Technical Support Engineer
Builds
SentinelOne AI-native cybersecurity platform (endpoint, cloud, identity, data, AI systems)
Domain
Cybersecurity / Cloud / Linux
Deliverable
client delivery
Required skills
Linux administration, cybersecurity fundamentals, cloud platforms (AWS/Azure/GCP), case management, technical troubleshooting, documentation, escalation
Preferred skills
EDR/XDR platform experience, security certifications (CompTIA Security+, Linux+/RHCSA), cloud certifications, prior customer-facing support experience
Technologies
Linux, AWS, Azure, GCP, SentinelOne
Responsibilities
Monitor and respond to incoming customer cases within SLA targets, manage inbound support queue and triage new cases, provide real-time technical assistance via inbound customer chat, troubleshoot and resolve technical issues across product areas, document case details and resolutions, escalate complex issues while retaining ownership, contribute to knowledge base articles
Seniority
Senior, hands-on IC
