Staff Technical Support Engineer

As a Staff Technical Support Engineer, you will be tasked with being a key contributor: analyzing complex customer issues, driving our cross-organizational projects, building tools that will help improve productivity, driving innovation, and more. We are seeking someone with a proven track record on a variety of platforms, focusing on Mac, Linux, K8s, cloud, mobile and AI.

What Will You Do?

Primary responsibilities include:

Provide grade-A support for our enterprise customer base in EMEA, acting as the first point of contact on a support case.

Understand the issue and the business/security impact. Validate that the severity is genuine.

Provide frequent, meaningful, high-quality updates to customers

Escalate relevant tickets appropriately to the next level of support.

Work with the team to identify and alert on new trends and widespread issues.

Deflect repeated issues through automation/KB/self-service

Define, build, and implement tools to improve the speed and quality of support.

Analyze support workflows and make suggestions to improve efficiency and effectiveness

What Skills and Knowledge Will You Bring?

Ideal candidates will have:

Minimum 2 years of experience in a customer support role, or a customer-facing technical role.

Expert-level proficiency in Mac, Linux, K8s, cloud (AWS, GCP, Azure), mobile and AI.

Network or Endpoint Security background required.

Excellent customer-facing abilities and strong problem-solving as well as troubleshooting skills

Excellent written and verbal communication skills in English (other languages are a plus)

Demonstrated understanding of common customer service tools (Ticketing, Voice, Chat) and processes

Ability to analyze and identify improvements in service systems

Ability to think outside the box and drive innovation that improves productivity

Independent, responsible and result-driven team player

Experience with writing code and scripting is an advantage

Why us?

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

Employee Assistant Program

Workout sessions and a Wellness App

Insurance & Financial Security

Medical and insurance benefits

Pension

Employee Assistance Program (EAP)

Work Perks & Flexibility

Global home office allowance

Mobile phone reimbursement