Senior Technical Support Engineer
As a Senior Technical Support Engineer, you will be tasked with owning high-value, high-priority cases submitted through the customer support portal and taking ownership of escalations handed off from Level 1 and Level 2 support as part of our Global Technical Support team. You will work directly out of the inbound case queue and be available on inbound customer chat, providing fast, technically sound resolutions for enterprise customers. The ideal candidate combines deep Windows and Windows Internals expertise with strong cybersecurity fundamentals, cloud knowledge, and hands-on experience analyzing memory dumps and system logs.
What Will You Do?
Primary responsibilities include:
Own and resolve incoming high-value cases submitted through the customer support portal, ensuring timely and technically accurate resolution.
Accept, triage, and resolve escalated cases handed off from Level 1 and Level 2 support engineers.
Log in to and actively work the inbound case queue, picking up new cases per SLA and SLO targets, and be available and responsive on the inbound customer chat channel to provide real-time technical assistance.
Perform in-depth troubleshooting of Windows endpoint issues, including kernel-level and Windows Internals analysis.
Analyze memory and crash dumps (such as with WinDbg or equivalent tooling) and system and application logs to identify root cause.
Investigate and resolve issues involving cloud-connected components of the SentinelOne platform.
Document root cause, resolution steps, and knowledge base articles for recurring issues.
Partner with Engineering and R&D on complex, product-level escalations.
Mentor and provide technical guidance to Level 1 and Level 2 support engineers as needed.
Maintain accurate, up-to-date case documentation in Salesforce in line with SLA and quality standards.
What Skills and Knowledge Will You Bring?
Ideal candidates will have:
Strong working knowledge of Windows operating systems and Windows Internals (process and memory management, kernel mode, drivers).
Solid grounding in cybersecurity concepts, including endpoint protection, EDR/AV, and threat detection and response.
Working knowledge of cloud platforms and cloud security concepts (AWS, Azure, or GCP).
Hands-on experience with memory and crash dump analysis and log analysis for root-cause troubleshooting.
6 or more years of experience in cybersecurity, technical support, or a related field, or demonstrated strong hands-on expertise in Windows Internals, dump analysis, and log analysis in lieu of the 6-year requirement.
Strong written and verbal communication skills, with the ability to manage customer-facing chat and portal interactions professionally under time pressure.
Ability to work effectively in a queue-driven, SLA-bound support environment across shifts as required.
Prior experience supporting an EDR/XDR or endpoint security product is preferred.
Familiarity with SentinelOne Singularity Platform or comparable security platforms is preferred.
Relevant certifications (such as Microsoft, security, or cloud certifications) are 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
Medical and insurance benefits
Employee Assistance Program (EAP)
Work Perks & Flexibility
Global home office allowance
Internet allowance
LinkedIn Learning license
Social Connect program
Food allowance (Bangalore office)
Meal vouchers (Sodexo)
Wellness & Lifestyle
Health & wellness benefit