Senior Technical Support Engineer

As a Senior Technical Support Engineer, you will be tasked with handling incoming customer cases submitted through the support portal, actively managing the inbound support queue, and providing real-time assistance via inbound customer chat. This role requires strong Linux and cybersecurity fundamentals along with working knowledge of cloud environments to troubleshoot and resolve customer issues efficiently while delivering a high-quality support experience.

This role requires working shift-based schedules to ensure coverage of the inbound queue and customer chat.

What Will You Do?

Primary responsibilities include:

Monitor and respond to incoming customer cases submitted through the support portal within defined SLA targets.

Log in to and actively manage the inbound support queue, picking up and triaging new cases as they arrive.

Be available and responsive on inbound customer chat to provide real-time technical assistance and guidance.

Troubleshoot and resolve technical issues across endpoint, cloud, and cybersecurity-related product areas.

Accurately document case details, troubleshooting steps, and resolutions in the case management system.

Escalate complex or unresolved issues to senior engineers or relevant teams while retaining case ownership and customer communication.

Identify recurring issues and contribute to knowledge base articles to support team efficiency and self-service.

Maintain professional, clear, and courteous communication with customers across chat and case correspondence.

What Skills and Knowledge Will You Bring?

Ideal candidates will have:

Strong working knowledge of Linux operating systems, including administration, command line, and troubleshooting.

Solid understanding of cybersecurity concepts and practices (endpoint security, threat detection, incident response fundamentals).

Working knowledge of cloud platforms and cloud security concepts, such as AWS, Azure, or GCP.

4 or more years of experience in cybersecurity or a related technical field, or demonstrated strong Linux expertise in place of formal cybersecurity experience.

Strong written and verbal communication skills, with the ability to explain technical concepts clearly to customers.

Ability to manage competing priorities across queue monitoring, live chat, and case work in a fast-paced environment.

Prior experience with SentinelOne or similar EDR/XDR and endpoint security platforms is preferred.

Relevant certifications, such as CompTIA Security+, Linux+/RHCSA, or a cloud provider certification, are preferred.

Previous experience in a customer-facing technical support or helpdesk role 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

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