Technical Support Engineer, Public Sector

Summary

SentinelOne is a cybersecurity company developing an AI-native platform for endpoint, cloud, identity, data, and AI security. The Technical Support Engineer, Public Sector provides multi-platform customer support, troubleshoots security and cloud issues, documents cases, and collaborates with engineering teams to resolve problems and improve support resources.

Responsibilities

• Provide phone, email, and chat based customer support to our growing customer base
• Document case activities and interactions with clear and concise information
• Strive to resolve customer issues based on SLAs
• Maintain excellent customer satisfaction through professional, proactive, and personal service
• Work closely with our research and development teams to determine root cause and possible solutions
• Contribute to our knowledge base by creating solution articles, how-to guides, and videos

Skills

• Due to Federal Government contract requirements, U.S. Citizenship and a work location in the United States is required
• A strong customer orientation, with excellent problem-solving and troubleshooting skills
• Excellent written and verbal communication skills
• Proficiency in Windows, Mac, and Linux, with mobile platforms a plus
• 2 years of related professional experience preferred
• Experience with endpoint and server-based security solutions is desired
• Experience with host-based security solutions is desired

Qualifications

Must Haves

• Due to Federal Government contract requirements, U.S. Citizenship and a work location in the United States is required
• A strong customer orientation, with excellent problem-solving and troubleshooting skills
• Excellent written and verbal communication skills
• Proficiency in Windows, Mac, and Linux, with mobile platforms a plus

Nice to Haves

• 2 years of related professional experience preferred
• Experience with endpoint and server-based security solutions is desired
• Experience with host-based security solutions is desired

Benefits

• Restricted Stock Units (RSUs)
• Employee Stock Purchase Plan (ESPP)
• Flexible time off
• Paid company holidays and paid sick time
• Gender-neutral parental leave
• Grandparent leave
• Medical, dental, and vision coverage
• 401(k) retirement plan with company match
• Life and disability insurance
• Health and dependent care FSA
• Voluntary benefits (hospital, accident, critical illness)
• Employee Assistance Program (EAP)
• ARAG pre-paid legal
• Nationwide pet insurance
• Cancer Care program
• Global business travel medical insurance
• Home office allowance
• Mobile phone reimbursement
• Wellness coach
• Wellness/gym reimbursement
• Fertility coverage
• Adoption & surrogacy reimbursement
• Commissions