Staff Technical Support Engineer

Описание

At SentinelOne, you will be a key contributor, analyzing complex customer issues, driving cross-organizational projects, building tools to improve productivity, and driving innovation.

Responsibilities

• Provide grade-A support for our enterprise customer base in EMEA, leading escalations and performing thorough troubleshooting to resolve reported issues
• Understand the issue and the business/security impact
• Provide frequent, meaningful, high-quality updates to customers
• Identify and alert on new trends and widespread issues
• Share knowledge, write KB articles and create automations to improve current processes
• Analyze support workflows and make suggestions to improve efficiency and effectiveness

Requirements

• Minimum 2 years of experience in a customer support role, or a customer-facing technical role
• Expert-level proficiency in Mac, Linux, K8s, cloud (AWS, GCP, Azure), mobile and AI
• Network or Endpoint Security background required
• Excellent customer-facing abilities and strong problem-solving as well as troubleshooting skills
• Excellent written and verbal communication skills in English (other languages are a plus)
• Demonstrated understanding of common customer service tools (Ticketing, Voice, Chat) and processes
• Ability to analyze and identify improvements in service systems
• Ability to think outside the box and drive innovation that improves productivity
• Independent, responsible and result-driven team player

Nice to have

• Experience with writing code and scripting is an advantage

We offer

• Equity & Rewards: Restricted Stock Units (RSUs), Employee Stock Purchase Plan (ESPP)
• Time Off & Wellbeing: Competitive leave benefits, gender-neutral parental leave, Employee Assistant Program, workout sessions and a Wellness App
• Insurance & Financial Security: Medical and insurance benefits, pension, Employee Assistance Program (EAP)
• Work Perks & Flexibility: Global home office allowance, mobile phone reimbursement