Staff Pre-Sales Support Engineer

Details

As a Staff Pre-Sales Support Engineer, you will join SentinelOne's Pre-Sales Support Engineer Team, also known as the POC Support Team. This dedicated support unit helps SentinelOne win new business and secure high-value upsells by resolving technical roadblocks rapidly during the proof-of-concept (POC) phase.

You will own technical issues raised during POCs, drive them to resolution to maximize win rates, act as a primary technical partner for Sales and Account teams, and share knowledge that strengthens the broader support organization.

Responsibilities

• Own technical issues raised during POCs, taking full responsibility for cases from customers and Account Teams and driving them to resolution.
• Validate that the information needed for effective investigation is available.
• Provide frequent, meaningful, and high-quality updates through tickets.
• Act with urgency to mitigate escalations and initiate handovers as needed to ensure follow-the-sun support coverage.
• Serve as a subject matter expert across various product stacks, providing guidance on best practices, troubleshooting, and complex configurations involving Cloud, Kubernetes, Identity, and Prompt Security.
• Act as a primary technical partner for Sales Engineers and Account Directors.
• Provide a quick-escalation path and join calls directly with prospects to keep high-value deals moving.
• Work with internal stakeholders, including Product Management, Engineering, and third parties, to drive resolution.
• Write internal technical documentation and consult on complex cases.
• Share hands-on product knowledge through the knowledge base to enable and upskill other support teams.

Requirements

• Deep technical knowledge across products, operating systems, and cybersecurity.
• An independent, resourceful approach to problem-solving.
• Effective time management and excellent execution skills.
• Ability to drive multiple concurrent cases to resolution under pressure.
• Excellent interpersonal skills and a track record of collaborating across sales, engineering, product, and third-party stakeholders.
• A performance track record aligned to metrics such as customer satisfaction (CSAT), time to resolution (TTR), manager escalation rate, productivity, and Jira quality, with no more than 5% unjustified Jira issues.
• Demonstrated commitment to knowledge sharing, including contributions to internal knowledge bases and enablement of other teams.
• Curiosity, continuous learning, and willingness to build fluency in AI tools and concepts.

Benefits

• Restricted Stock Units (RSUs)
• Employee Stock Purchase Plan (ESPP)
• Flexible time off
• Paid company holidays and paid sick time
• Gender-neutral parental leave and grandparent leave
• Medical, dental, and vision coverage
• 401(k) retirement plan with company match
• Life and disability insurance
• Health and dependent care FSA
• Voluntary hospital, accident, and critical illness benefits
• Employee Assistance Program (EAP)
• ARAG prepaid legal services
• Nationwide pet insurance
• Cancer Care program
• Global business travel medical insurance
• Home office allowance
• Mobile phone reimbursement
• Wellness coach and wellness/gym reimbursement
• Fertility coverage
• Adoption and surrogacy reimbursement

This U.S. role has a base pay range plus commissions that vary based on the candidate's location. The posted range is the on-target earnings (OTE), inclusive of base salary and commissions. A different range may apply in some locations.