Staff Technical Support Engineer

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 Staff Technical Support Engineer, you will be tasked with being a key contributor: analyzing complex customer issues, driving our cross-organizational projects, building tools that will help improve productivity, driving innovation, and more. We are seeking someone with a proven track record on a variety of platforms, focusing on Mac, Linux, K8s, cloud, mobile and AI. What Will You Do? Primary responsibilities include : • Provide grade-A support for our enterprise customer base in EMEA, acting as the first point of contact on a support case. • Understand the issue and the business/security impact. Validate that the severity is genuine. • Provide frequent, meaningful, high-quality updates to customers • Escalate relevant tickets appropriately to the next level of support. • Work with the team to identify and alert on new trends and widespread issues. • Deflect repeated issues through automation/KB/self-service • Define, build, and implement tools to improve the speed and quality of support. • Analyze support workflows and make suggestions to improve efficiency and effectiveness What Skills and Knowledge Will You Bring? Ideal candidates will have: • Minimum 2 years of experience in a customer support role, or a customer-facing technical role. • Expert-level proficiency in Mac, Linux, K8s, cloud (AWS, GCP, Azure), mobile and AI. • Network or Endpoint Security background required. • Excellent customer-facing abilities and strong problem-solving as well as troubleshooting skills • Excellent written and verbal communication skills in English (other languages are a plus) • Demonstrated understanding of common customer service tools (Ticketing, Voice, Chat) and processes • Ability to analyze and identify improvements in service systems • Ability to think outside the box and drive innovation that improves productivity • Independent, responsible and result-driven team player • Experience with writing code and scripting is an advantage Why us? 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 • Employee Assistant Program • Workout sessions and a Wellness App Insurance & Financial Security • Medical and insurance benefits • Pension • Employee Assistance Program (EAP) Work Perks & Flexibility • Global home office allowance • Mobile phone reimbursement 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.