Sr. Support Engineer - Frontline

About the Role

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.

What are we looking for? 

• 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
• Training delivery experience an advantage
  

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

What skills and knowledge should you bring?

• 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)

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