Sr. Technical Support Engineer - CR

About the role

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 Sr. Technical Support Engineer you will provide multi-platform technical support via phone, email, and chat, troubleshooting security and cloud issues alongside engineering teams. You’ll 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/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

Document case activities and interactions with clear and concise information

Maintain excellent customer satisfaction through means of professional, proactive and personal service

Work closely with our researches 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:

Excellent customer-oriented mindset with strong problem-solving and troubleshooting skills

Excellent written and verbal communication skills (fluency in English required; Spanish a plus)

Minimum 3+ years of hands-on experience in cybersecurity operations, endpoint support, or server support environments

Technical Proficiency:

Proficient in Windows, Mac, and Linux operating systems

Mobile platforms support (iOS/Android) a plus

Experience with endpoint and server-based security solutions (EDR/XDR platforms highly desired)

Experience with host-based security solutions and agent deployment

Cloud-native security architecture and deployment models

Security & Tools Expertise:

EDR (Endpoint Detection & Response) or XDR (Extended Detection & Response) platform experience is highly desired

Hands-on experience with security investigation and incident response workflows

Ability to review and interpret security logs, threat telemetry, and event data

Advanced Skills (Preferred):

AI/LLM proficiency, including prompt engineering with Claude or similar AI tools

Any recognized cybersecurity certification (e.g., Security+, CEH, CISSP, GCIH)

Familiarity with automated security investigation and AI-powered threat analysis

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.