Staff Pre-Sales Support Engineer

at SentinelOne

📍 United States

USD 92,800-120,000 per year

SENIOR

✅ Remote

Tech Stack
Tag name is followed by "@" symbol and proficiency level value. About proficiency levels:

1-2 — basic awareness. Minimal hands-on experience, and a rudimentary understanding of the technology's purpose;

3-6 — daily use. Comfortable and regular usage, capable of handling common tasks and challenges related to the technology;

7-9 — you are an expert, you can teach others, you know all the pitfalls and tricks;

10 — exceptional knowledge, comprehensive understanding, and adeptness in all aspects of the technology, including advanced problem-solving. Think twice before claiming or demanding such level.

Jira @ 6 Kubernetes Security

Details

SentinelOne is looking for people who are relentlessly curious and committed to continuous learning.

As a Staff Pre-Sales Support Engineer, you will join the Pre-Sales Support Engineer Team (also known as the POC Support Team), a dedicated support unit designed to help 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 to drive the highest possible win rate, 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 directly and driving them to resolution to maximize win rate.
Validate that the information needed for effective investigation is available, and provide frequent, meaningful, and high-quality updates through tickets.
Act with a sense of urgency to mitigate escalations, initiating handovers as needed to ensure follow-the-sun support coverage.
Act as a Subject Matter Expert (SME) across various product stacks, providing guidance on best practices, troubleshooting, and jump-starting complex configurations (such as Cloud, Kubernetes, Identity, and Prompt Security).
Serve as a primary technical partner for Sales Engineers (SEs) and Account Directors, offering a quick-escalation path and joining calls directly with prospects to keep high-value deals moving.
Work with all relevant internal stakeholders, including PM, Engineering, and third parties, to drive resolution.
Write internal technical documentation, consult on complex cases, and share hands-on product knowledge through the knowledge base to enable and upskill other support teams.

Requirements

Ideal candidates will have:

Deep technical knowledge across products, operating systems, and cybersecurity, paired with an independent approach and strong resourcefulness.
Effective time management and excellent execution skills, with the ability to drive multiple concurrent cases to resolution under pressure.
Excellent interpersonal skills, with a track record of collaborating across sales, engineering, product, and third-party stakeholders.
A performance track record aligned to key metrics such as CSAT, time-to-resolution (TTR), percentage of escalations to manager, productivity, and Jira quality (≤5% unjustified).
A demonstrated commitment to knowledge sharing, including contributions to internal knowledge bases and enablement of other teams.