Technical Support Engineer

at SentinelOne

📍 United States

USD 92,800-115,000 per year

MIDDLE

✅ 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.

Communication @ 3 Customer Support Linux @ 1 Security @ 3

Details

As a Technical Support Engineer, you will provide multi-platform technical support via phone, email, and chat. You will troubleshoot security and cloud issues alongside engineering teams, document cases clearly, and contribute to knowledge base resources that improve support quality and efficiency.

Responsibilities

Provide phone-, email-, and chat-based customer support to a growing customer base.
Document case activities and customer interactions clearly and concisely.
Resolve customer issues in accordance with service-level agreements (SLAs).
Maintain excellent customer satisfaction through professional, proactive, and personal service.
Work closely with research and development teams to determine root causes and possible solutions.
Contribute to the knowledge base by creating solution articles, how-to guides, and videos.

Requirements

Customer-oriented approach with strong problem-solving and troubleshooting skills.
Excellent written and verbal communication skills.
Experience with endpoint and server-based security solutions is desired.
Experience with host-based security solutions is desired.
Proficiency in Windows, Mac, and Linux; experience with mobile platforms is a plus.

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 and nationwide pet insurance.
Cancer Care program and global business travel medical insurance.
Home office allowance and mobile phone reimbursement.
Wellness coach, wellness/gym reimbursement, fertility coverage, and adoption and surrogacy reimbursement.

Compensation

The U.S. role offers on-target earnings of $92,800–$115,000 USD, inclusive of base salary and commissions. The applicable range may vary based on the candidate's location.