Senior Technical Support Engineer
Bengaluru · Senior
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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, you will be tasked with handling incoming customer cases submitted through the support portal, actively managing the inbound support queue, and providing real-time assistance via inbound customer chat. This role requires strong Linux and cybersecurity fundamentals along with working knowledge of cloud environments to troubleshoot and resolve customer issues efficiently while delivering a high-quality support experience.
This role requires working shift-based schedules to ensure coverage of the inbound queue and customer chat.
What Will You Do?
Primary responsibilities include:
- Monitor and respond to incoming customer cases submitted through the support portal within defined SLA targets.
- Log in to and actively manage the inbound support queue, picking up and triaging new cases as they arrive.
- Be available and responsive on inbound customer chat to provide real-time technical assistance and guidance.
- Troubleshoot and resolve technical issues across endpoint, cloud, and cybersecurity-related product areas.
- Accurately document case details, troubleshooting steps, and resolutions in the case management system.
- Escalate complex or unresolved issues to senior engineers or relevant teams while retaining case ownership and customer communication.
- Identify recurring issues and contribute to knowledge base articles to support team efficiency and self-service.
- Maintain professional, clear, and courteous communication with customers across chat and case correspondence.
What Skills and Knowledge Will You Bring?
Ideal candidates will have:
- Strong working knowledge of Linux operating systems, including administration, command line, and troubleshooting.
- Solid understanding of cybersecurity concepts and practices (endpoint security, threat detection, incident response fundamentals).
- Working knowledge of cloud platforms and cloud security concepts, such as AWS, Azure, or GCP.
- 4 or more years of experience in cybersecurity or a related technical field, or demonstrated strong Linux expertise in place of formal cybersecurity experience.
- Strong written and verbal communication skills, with the ability to explain technical concepts clearly to customers.
- Ability to manage competing priorities across queue monitoring, live chat, and case work in a fast-paced environment.
- Prior experience with SentinelOne or similar EDR/XDR and endpoint security platforms is preferred.
- Relevant certifications, such as CompTIA Security+, Linux+/RHCSA, or a cloud provider certification, are preferred.
- Previous experience in a customer-facing technical support or helpdesk role is preferred.
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
- Medical and insurance benefits
- Employee Assistance Program (EAP)
Work Perks & Flexibility
- Global home office allowance
- Internet allowance
- LinkedIn Learning license
- Social Connect program
- Food allowance (Bangalore office)
- Meal vouchers (Sodexo)
Wellness & Lifestyle
- Health & wellness benefit
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.
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