Senior Technical Support Engineer (Striker)

What are we looking for?

SentinelOne is seeking a passionate Technical Support Engineer to join our rapidly growing Global Support and Services organization. As the interface between our customers, field engineers and development, you will be a key contributor driving our cross-organizational projects, owning our ticketing system and future migrations, building tools that will help improve productivity, driving innovation, and more. We are seeking someone with a proven track record of leading support and services efforts on a variety of platforms, including Windows, Mac, and Linux.

What will you do?

• Provide grade A support for our lucrative enterprise customers base in the EMEA 
• Lead burning escalations from end-to-end while owning all of the technical and managerial aspects of the issue
• Define, build, and implement tools to improve the speed and quality of support
• Assist with the design and rollout of new support channels and service offerings
• Develop and maintain standard operating procedures for common situations
• Analyze support workflows and make suggestions to improve efficiency and effectiveness
• Working closely with the directors in the organization and other senior management to help customer service deliver on their components of overall company goals and objectives

What experience or knowledge should you bring?

• Minimum 3 years of experience in a customer support, or a customer-facing technical role (e.g. Technical Support, Customer Success, Professional Services)
• Experience with deliver customer services, both frontline, second and third tier levels, preferably within a SaaS B2B vendor environment
• Expert level proficiency in Windows, and Linux, ideally Mac as well
• 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
• Experience in managing cross-team projects to completion
• Ability to think outside the box and drive innovation that improves productivity
• Independent, responsible and result-driven team player
• AWS, GCP, or Azure experience is an advantage
• Experience with writing code and scripting is an advantage
• Travel required as needed

Why us? 

You will be joining a cutting-edge company where you will tackle extraordinary challenges and work with the very best in the industry.

• Health Insurance
• Industry-leading gender-neutral parental leave
• Paid Company Holidays
• Paid Sick Time
• Employee stock purchase program
• Employee assistance program
• Gym membership 
• Cell phone/wifi allowance
• Numerous company-sponsored events, including regular happy hours and team-building events