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Senior Technical Support Engineer

SentinelOne
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Hybrid (Remote/Global)Full-timePosted 2w ago

About the role

Senior Technical Support Engineer responsible for owning high-value cases, handling escalations, and providing real-time technical assistance to enterprise customers with a focus on Windows Internals, memory/dump analysis, and cybersecurity fundamentals within SentinelOne's Global Technical Support team.

Responsibilities

  • 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.

Qualifications

  • 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.

Skills

Required:Windows operating systems and Windows InternalsCybersecurity concepts (EDR/AV, threat detection and response)Cloud platforms (AWS, Azure, GCP)

Benefits

  • Restricted Stock Units (RSUs)
  • Employee Stock Purchase Plan (ESPP)
  • Competitive leave benefits
  • Gender-neutral parental leave
  • Medical and insurance benefits
  • Employee Assistance Program (EAP)
  • Global home office allowance
  • Internet allowance
  • LinkedIn Learning license
  • Social Connect program
  • Food allowance (Bangalore office)
  • Meal vouchers (Sodexo)
  • Health & wellness benefit
Last updated Oct 22, 2026. Interested? Apply on the company site.
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About SentinelOne

AI-Powered Enterprise Cybersecurity Platform

SentinelOne unifies AI-powered endpoint, cloud, identity, and data protection—enhanced by our Security Data Lake for seamless and efficient cybersecurity.

CybersecurityAI SecurityEndpoint SecurityCloud SecurityAI-SIEMIdentity SecurityEDRXDR
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