Sr. Technical Support Engineer
About The Position
What are we looking for? We are looking for a Support Engineer to join the growing SentinelOne Support organization. This person will be the key interface between our customers, field engineers and development, and handle customer cases on a variety of platforms including Windows, Mac, and Linux. This person will be located in the West Coast and occasional travel may be required. Cloud experience (GCP, Azure, AWS, K8) What will you do? Provide phone/email/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 Document case activities and interactions with clear and concise information Maintain excellent customer satisfaction through means of professional, proactive and personal service Work closely with our researches and development teams to determine root cause and possible solutions Contribute to our knowledge base by creating solution articles, how-to guides and videos 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. Medical, Vision, Dental, 401(k), Commuter, Health and Dependent FSA Unlimited PTO Flexible Work Shifts Required (including weekends and holidays) Paid Company Holidays Paid Sick Time Gym membership reimbursement Cell phone reimbursement Numerous company-sponsored events including regular happy hours and team building events
Requirements
- Cloud experience (GCP, Azure, AWS, K8)
- Bachelor degree in a technical field
- Minimum two years experience in customer support or a customer-facing technical role
- Strong network and security knowledge
- Excellent customer-oriented individual, 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 base security solutions is desired
- Proficient in Windows, Mac, and Linux (mobile platforms a plus)
- Flexible Work Shifts Required (including weekends and holidays)
Nice To Haves
- Training delivery experience an advantage
Responsibilities
- Provide phone/email/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
- Document case activities and interactions with clear and concise information
- Maintain excellent customer satisfaction through means of professional, proactive and personal service
- Work closely with our researches and development teams to determine root cause and possible solutions
- Contribute to our knowledge base by creating solution articles, how-to guides and videos
Benefits
- Medical
- Vision
- Dental
- 401(k)
- Commuter
- Health and Dependent FSA
- Unlimited PTO
- Paid Company Holidays
- Paid Sick Time
- Gym membership reimbursement
- Cell phone reimbursement
- Numerous company-sponsored events including regular happy hours and team building events
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
