Senior Technical Support Engineer (Striker)

SentinelOne

Early Applicant

12 days ago
Be among the first 50 applicants

Exp: 3-5 Years

Full time

Bengaluru / Bangalore, India

Job Description

About Us:

nSentinelOne is defining the future of cybersecurity through our XDR platform that automatically prevents, detects, and responds to threats in real-time. Singularity XDR ingests data and leverages our patented AI models to deliver autonomous protection. With SentinelOne, organizations gain full transparency into everything happening across the network at machine speed to defeat every attack, at every stage of the threat lifecycle.

nWe are a values-driven team where names are known, results are rewarded, and friendships are formed. Trust, accountability, relentlessness, ingenuity, and OneSentinel define the pillars of our collaborative and unified global culture. We're looking for people that will drive team success and collaboration across SentinelOne. If you're enthusiastic about innovative approaches to problem-solving, we would love to speak with you about joining our team!

nWhat are we looking for

nSentinelOne is seeking 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, you will be a key contributor driving our cross-organizational projects, owning our ticketing system and future migrations, building tools that will help improve productivity, driving innovation, and more. We are seeking someone with a proven track record of leading support and services efforts on a variety of platforms, including Windows, Mac, and Linux.

nWhat will you do

Provide grade A support for our lucrative enterprise customers base in the EMEA
Lead burning escalations from end-to-end while owning all of the technical and managerial aspects of the issue
Define, build, and implement tools to improve the speed and quality of support
Assist with the design and rollout of new support channels and service offerings
Develop and maintain standard operating procedures for common situations
Analyze support workflows and make suggestions to improve efficiency and effectiveness
Working closely with the directors in the organization and other senior management to help customer service deliver on their components of overall company goals and objectives

What experience or knowledge should you bring

Minimum 3 years of experience in a customer support, or a customer-facing technical role (e.g. Technical Support, Customer Success, Professional Services)
Experience with deliver customer services, both frontline, second and third tier levels, preferably within a SaaS B2B vendor environment
Expert level proficiency in Windows, and Linux, ideally Mac as well
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
Experience in managing cross-team projects to completion
Ability to think outside the box and drive innovation that improves productivity
Independent, responsible and result-driven team player
AWS, GCP, or Azure experience is an advantage
Experience with writing code and scripting is an advantage
Travel required as needed

Why us

nYou will be joining a cutting-edge company where you will tackle extraordinary challenges and work with the very best in the industry.

Health Insurance
Industry-leading gender-neutral parental leave
Paid Company Holidays
Paid Sick Time
Employee stock purchase program
Employee assistance program
Gym membership
Cell phone/wifi allowance
Numerous company-sponsored events, including regular happy hours and team-building events

nSentinelOne 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.

nSentinelOne participates in the E-Verify Program for all U.S. based roles.