Technical Support Engineer, Public Sector

at SentinelOne

📍 United States

USD 72,000-87,000 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 macOS @ 1

Details

As a Technical Support Engineer, Public Sector, you will provide multi-platform technical support through 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.

Due to Federal Government contract requirements, U.S. citizenship and a work location in the United States are required. FedRAMP staff may be subject to customer or third-party background checks up to and including Secret Clearance if required by their role at SentinelOne.

Responsibilities

Provide phone-, email-, and chat-based customer support.
Document case activities and interactions with clear and concise information.
Resolve customer issues in accordance with SLAs.
Maintain excellent customer satisfaction through professional, proactive, and personalized 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

Two years of related professional experience preferred.
Strong customer orientation, problem-solving, and troubleshooting skills.
Excellent written and verbal communication skills.
Experience with endpoint and server-based security solutions desired.
Experience with host-based security solutions desired.
Proficiency with Windows, macOS, 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 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
Wellness and gym reimbursement
Fertility coverage
Adoption and surrogacy reimbursement

Compensation

On-target earnings (OTE) are $72,000–$87,000 USD, inclusive of base salary and commissions. The applicable range may vary depending on the candidate's location.