🕒 5 days ago
Own Level 1 and Level 2 product support cases from initial report through resolution, troubleshooting enterprise systems and cloud environments while working directly with customers and internal teams.
Senior Technical Support Engineer, AI Security
📅 Sep 29
Technical SupportCustomer EngineeringSystems EngineeringSecurity Engineering
📜 Description
- Support customers by phone, email, and chat.
- Document case activities and customer interactions clearly.
- Resolve customer issues in line with SLAs.
- Deliver professional, proactive service to maintain customer satisfaction.
- Partner with research and development teams to identify root causes and solutions.
- Create knowledge base articles, how-to guides, and videos.
🛠️ Requirements
- 2 or more years of experience in Technical Support, Customer Engineering, Systems Engineering, Security Engineering, or a related technical role.
- A strong customer orientation, with strong problem-solving and troubleshooting skills.
- Excellent written and verbal communication skills.
- Proficiency in Windows, Mac, and Linux (mobile platforms a plus).
- Experience with endpoint and server-based security solutions is desired.
- Experience with host-based security solutions is desired.
✨ Benefits
- Competitive leave benefits
- Gender-neutral parental leave
- Global home office allowance
- Internet or mobile phone allowance
- Hybrid work model with flexible hours
Full job description
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 Senior Technical Support Engineer, AI Security, you will be tasked with providing multi-platform technical support via phone, email, and chat, troubleshooting security and cloud issues alongside engineering teams. You will document cases clearly and contribute to knowledge base resources to improve support quality and efficiency.
What Will You Do?
Primary responsibilities include:
- Provide phone, email, and chat-based customer support to our growing customer base.
- Document case activities and interactions with clear and concise information.
- Strive to resolve customer issues based on SLAs.
- Maintain excellent customer satisfaction through professional, proactive, and personal service.
- Work closely with our research and development teams to determine root cause and possible solutions.
- Contribute to our knowledge base by creating solution articles, how-to guides, and videos.
What Skills and Knowledge Will You Bring?
Ideal candidates will have:
- 2 or more years of experience in Technical Support, Customer Engineering, Systems Engineering, Security Engineering, or a related technical role.
- A strong customer orientation, with strong problem-solving and troubleshooting skills.
- Excellent written and verbal communication skills.
- Proficiency in Windows, Mac, and Linux (mobile platforms a plus).
- Experience with endpoint and server-based security solutions is desired.
- Experience with host-based security solutions is desired.
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
- Private medical, dental, and vision insurance
Work Perks & Flexibility
- Global home office allowance
- Internet or mobile phone allowance
- Hybrid work model with flexible hours
Wellness & Lifestyle
- Wellness programs
Growth & Community
- In-office lunch program
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.
To learn more about how we use AI in our hiring process, please review our AI in Hiring Candidate Disclosure.
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