Staff Software Engineer, Endpoint Escalations

Details

As a Staff Software Engineer, Endpoint Escalations, you will serve as the technical backbone for critical customer incidents involving the Windows EDR agent. You will work at the intersection of systems engineering and high-stakes customer communication, diagnosing complex failures at the code and operating-system internals level while representing SentinelOne engineering directly to customers and senior technical and executive stakeholders during active incidents.

Responsibilities

• Own and drive resolution of complex, escalated customer issues involving the Windows endpoint agent.
• Perform deep root-cause analysis across the Windows stack and SentinelOne's C++ codebase.
• Read, debug, and, when necessary, modify or patch code to resolve or work around issues.
• Act as the primary engineering technical point of contact during high-severity incidents, communicating status, findings, and remediation plans clearly and calmly.
• Partner with engineering, QA, support, and product teams to translate escalation patterns into permanent fixes and feed field learnings back into the product roadmap.
• Build and maintain tooling and runbooks to make future escalations faster to triage and resolve.
• Mentor support and engineering teams on Windows internals and debugging methodology to improve first-line triage.

Requirements

• At least 8 years of hands-on technical experience handling complex customer escalations, with the ability to read and debug C/C++ code.
• Deep, hands-on knowledge of Windows internals, including the kernel/user-mode boundary, drivers, process and memory management, file system filters, networking stack, and Windows debugging tools such as WinDbg and kernel/user dumps.
• Excellent ability to debug and troubleshoot complex, ambiguous problems down to the code level.
• Excellent verbal and written communication skills, including experience working directly with customers and senior leadership.
• Experience with security-oriented or endpoint protection software, such as EDR/XDR, antivirus, or similar technologies, is a strong advantage.
• Experience with Linux and macOS operating systems is a strong advantage.
• Experience with endpoint backend systems is an advantage.

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

Compensation

The U.S. base salary range is $156,000–$215,000 USD annually. The applicable range may vary depending on the candidate's location.

SentinelOne is an Equal Employment Opportunity and Affirmative Action employer. The company participates in the E-Verify Program for all U.S.-based roles.