SentinelOne
Technology
ITSupportEngineer
Neural analysis suggests this role is
optimal for Mid+ candidates.
“IT Support Engineer at SentinelOne. Skills: Technical Support, Customer Support, Windows, MacOS. Act as initial point of contact. Provide technical support to Internal users”
Industry & Context.
Problem-solving; Troubleshooting
Work in different Shift timings
What They're Looking For.
Must Have
8 years of experience in customer support, Expert-level proficiency in Windows, Mac, or Linux, Network or Endpoint Security background required, Demonstrated understanding of common customer service tools, Understanding of Incident Management, Understanding of Problem Management, Understanding of Root Cause Analysis, Understanding of Change Management as per ITIL process
Nice to Have
2 or 3+ years of customer support, AWS experience is an advantage, GCP experience is an advantage, Azure experience is an advantage, Other languages are a plus, IAM tool experience is a plus, Service now experience is a plus
What You'll Do.
Act as initial point of contact
Provide technical support to Internal users
Diagnose and resolve issues
Drive the issue until resolution
Maintain communication with users
Troubleshoot MacOS platform issues
Troubleshoot Windows platform issues
Provide technical support to users over Zoom
Provide technical support to users over Slack
Communicate with APJ employees
Communicate with EMEA employees
Communicate with USA employees
Manage tools ensuring user productivity
Manage Service Request
Manage Tasks within SLA
Escalate to L2 resources
Create Knowledge Articles
Create KB’s for Helpdesk Team
Work with cross-functional teams
Ensure delivery of products
Ensure delivery of services
Take end-to-end ownership of customer issues
Perform initial troubleshooting
Dispatch tickets to the right team
How You'll Work.
Team & Collaboration
Cross-functional teams
Communication Scope
Written communication; Verbal communication
Process & Methodology
Incident Management, Problem Management, Change Management
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. What are we looking for? SentinelOne is looking for a passionate Technical Support Engineer to join our rapidly growing Global Support and Services organization. As the interface between our customers, field engineers and development, building tools that will help improve productivity, driving innovation, and more. We are seeking someone
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