Staff Pre-sale Support Engineer

Overview

SentinelOne is dedicated to empowering those who protect our future with cutting-edge AI-driven cybersecurity solutions. Our AI-native platform offers comprehensive protection across endpoints, cloud, identity, data, and AI systems, enabling autonomous detection and response. We seek motivated individuals passionate about impacting global security with innovative, real-time solutions.

Role Summary

We are looking for a seasoned Pre-Sale Support Engineer to join our expanding Technical Support team. As the vital link among customers, field engineers, and development teams, you will manage technical cases across Windows, Mac, and Linux platforms, primarily serving the APJ region.

Key Responsibilities

• Deliver exceptional support to enterprise customers in the APJ area.
• Create, implement, and enhance tools to accelerate and improve support quality.
• Contribute to the design and deployment of new support channels and services.
• Develop and update standard operating procedures for routine scenarios.
• Review support workflows and suggest improvements to boost efficiency.
• Collaborate with product teams to provide feedback related to customer service and advocate for customers.
• Partner with organizational leadership to align customer service goals with company objectives.

Candidate Profile

• Bachelor’s degree in Computer Science, IT, or related discipline with at least 8 years in customer-facing technical roles such as Technical Support, Customer Success, or Professional Services.
• Experience supporting customers at frontline through tertiary tiers within SaaS B2B environments is preferred.
• Advanced expertise in operating systems including Windows, MacOS, and Linux.
• Background in network or endpoint security is essential.
• Strong problem-solving aptitude combined with excellent customer interaction and communication skills in English.
• Familiarity with customer service tools including ticketing systems, voice, and chat platforms.
• Self-motivated, accountable, and collaborative team player.
• Experience with cloud platforms such as AWS, GCP, or Azure is beneficial.

Why Join SentinelOne?

Operating at the forefront of AI cybersecurity, SentinelOne offers an environment where innovation meets impact. Our workforce benefits from comprehensive competitive packages that include:

• Restricted Stock Units (RSUs) and Employee Stock Purchase Plan (ESPP).
• Competitive and inclusive leave policies including gender-neutral parental leave.
• Medical and insurance coverage along with Employee Assistance Programs.
• Flexible work perks such as home office, internet, and mobile phone allowances.

Equal Opportunity Employer

SentinelOne is committed to diversity and inclusion and provides equal employment opportunities regardless of race, religion, color, gender identity, sexual orientation, age, disability, veteran status, or any legally protected characteristics.