Senior Staff Escalation Manager, Technical Support

As a Senior Staff Escalation Manager, Technical Support, you will be tasked with serving as the primary technical interface between Technical Support and SentinelOne Product and Engineering teams for an assigned product area, in a senior individual-contributor role combining subject-matter expertise, advanced troubleshooting, product knowledge, technical judgment, and strong cross-functional leadership. You will own the quality and prioritization of Engineering escalations coming from Support, challenge issues before they become development work, help Support resolve problems without unnecessary escalation, and ensure genuinely product-related issues reach Engineering with the evidence and urgency required for action. The goal is not simply to manage escalations; it is to reduce the need for them.

What Will You Do?

Primary responsibilities include:

Serve as the senior Support subject-matter expert for assigned SentinelOne products or technologies, acting as the primary technical interface between Technical Support and Product/Engineering for customer-driven escalations.

Review and validate Support escalations before Engineering engagement, including technical evidence, customer impact, severity, reproduction steps, logs, diagnostics, and troubleshooting already completed.

Determine whether issues represent product defects, environmental conditions, configuration issues, known behavior, or Support-solvable problems, and deflect unnecessary Engineering escalations by providing solutions, known fixes, technical guidance, documentation, and coaching to Support.

Prioritize Engineering escalations based on severity, customer impact, breadth of exposure, and business risk, and maintain visibility into critical and high-impact defects affecting customers.

Drive technical escalation execution across Support, Product, and Engineering, and partner closely with Product and Engineering leadership to improve product supportability.

Perform trend analysis to identify recurring defects and the highest-impact customer issues, and use those insights to improve Support readiness, product quality, documentation, diagnostics, and overall product supportability.

Develop and maintain technical knowledge including KBs, troubleshooting guides, training, videos, diagnostics, and internal enablement, and coach Frontline and Backline engineers to increase technical capability and reduce repeat escalations.

Participate in customer-facing escalation calls when advanced technical leadership is required, and translate complex Engineering findings into clear guidance for Support teams and customer-facing stakeholders.

Where appropriate, inspect code, diagnostics, dumps, or other low-level technical artifacts to accelerate root-cause investigation, and provide structured product-quality and supportability insights to Support, Product, Engineering, and Customer Experience leadership.

Deliver measurable outcomes including fewer unnecessary Engineering escalations, higher technical quality in the escalations that do reach Engineering, reduced time between escalation and Engineering action, greater Support self-sufficiency on technically complex issues, and strong alignment between Support, Product, and Engineering.

What Skills and Knowledge Will You Bring?

Ideal candidates will have:

7 or more years of experience in Technical Support, Escalation Engineering, Software Engineering, Customer Engineering, Security Engineering, or a comparable technical role.

Deep subject-matter expertise in one or more enterprise security technologies, with exceptional troubleshooting and root-cause analysis skills.

Demonstrated experience working directly with Product and Engineering organizations, and the ability to independently assess whether a technical issue represents a product defect.

Strong understanding of operating systems, enterprise security, cloud technologies, networking, and large-scale software environments.

Strong technical judgment and the ability to balance customer urgency with engineering prioritization, including leading cross-functional technical execution without direct authority.

Excellent technical communication skills, strong coaching and technical enablement capabilities, and the ability to identify systemic patterns across large numbers of customer issues.

For Windows-focused roles, experience with technologies such as WinDbg and memory dump analysis, Process Monitor, Windows Performance Analyzer, and C++, Rust, Python, or similar languages.

Experience debugging endpoint security or cybersecurity software, along with software development or code-review experience, is preferred.

Experience with EDR, XDR, SIEM, identity, cloud security, or enterprise security platforms, and experience building diagnostics, scripts, or automation for Support organizations, is preferred.

Experience leading major customer technical escalations, performing defect trend analysis across a large enterprise customer base, and previous Staff, Principal, Escalation Engineer, or equivalent technical leadership experience, is preferred.

Why SentinelOne?

AI is redefining how the world operates and rewriting the rules of security in real time, and SentinelOne was built for this moment. From day one, we architected an AI-native platform designed to operate at machine speed, not as an add-on to legacy systems but as the foundation itself. If you want to build where innovation and impact move together, this is that place.

We invest in our Sentinels with comprehensive, competitive benefits designed to support you and your family:

Equity & Rewards

Restricted Stock Units (RSUs)

Employee Stock Purchase Plan (ESPP)

Time Off & Wellbeing

Competitive leave benefits

Gender-neutral parental leave

Insurance & Financial Security

Private medical, dental, and vision insurance

Work Perks & Flexibility

Global home office allowance

Internet or mobile phone allowance

Hybrid work model with flexible hours

Wellness & Lifestyle

Wellness programs

Growth & Community

In-office lunch program