Sr. Technical Support Engineer - CR

Our Purpose At SentinelOne, we are driven by a clear purpose: to give the advantage to those who secure our future. As AI reshapes how organizations build, operate, and innovate, the responsibility to protect them becomes more critical than ever. When you join SentinelOne, your work helps protect global enterprises, critical infrastructure, and the technologies shaping tomorrow. If you are motivated by meaningful challenges and want your impact to be real, measurable, and global, you will find purpose here. About Us SentinelOne is a company at the intersection of AI and security, pioneering a new operating model for cybersecurity. Our AI-native platform unifies protection across endpoint, cloud, identity, data, and AI systems to deliver autonomous detection and response with clarity and speed. By combining real-time analytics, intelligent automation, and a unified data foundation, we reduce noise, simplify complexity, and empower security teams to focus on what truly matters. Our teams are builders, problem-solvers, and innovators committed to shaping the future of security. If you are excited to solve hard problems alongside talented, mission-driven people, we invite you to help us build a safer future for humanity. What Are We Looking For? We’re looking for people who are relentlessly curious and committed to continuous learning. AI is reshaping every function across our business, and we enable every team member, regardless of role or level, to build fluency in AI tools and concepts. Those who thrive here actively seek out new solutions, experiment thoughtfully, and apply what they learn to drive better, faster, smarter outcomes. As a Sr. Technical Support Engineer you will provide multi-platform technical support via phone, email, and chat, troubleshooting security and cloud issues alongside engineering teams. You’ll document cases clearly and contribute to knowledge base resources to improve support quality and efficiency. What Will You Do? Primary responsibilities include: Provide phone/email/chat-based customer support to our growing customer base Document case activities and interactions with clear and concise information Strive to resolve customer issues based on SLAs Document case activities and interactions with clear and concise information Maintain excellent customer satisfaction through means of professional, proactive and personal service Work closely with our researches and development teams to determine root cause and possible solutions Contribute to our knowledge base by creating solution articles, how-to guides and videos What Skills and Knowledge Will You Bring? Ideal candidates will have: Excellent customer-oriented mindset with strong problem-solving and troubleshooting skills Excellent written and verbal communication skills (fluency in English required; Spanish a plus) Minimum 3+ years of hands-on experience in cybersecurity operations, endpoint support, or server support environments Technical Proficiency: Proficient in Windows, Mac, and Linux operating systems Mobile platforms support (iOS/Android) a plus Experience with endpoint and server-based security solutions (EDR/XDR platforms highly desired) Experience with host-based security solutions and agent deployment Cloud-native security architecture and deployment models Security & Tools Expertise: EDR (Endpoint Detection & Response) or XDR (Extended Detection & Response) platform experience is highly desired Hands-on experience with security investigation and incident response workflows Ability to review and interpret security logs, threat telemetry, and event data Advanced Skills (Preferred): AI/LLM proficiency, including prompt engineering with Claude or similar AI tools Any recognized cybersecurity certification (e.g., Security+, CEH, CISSP, GCIH) Familiarity with automated security investigation and AI-powered threat analysis Why SentinelOne? AI is redefining how the world operates and rewriting the rules of security in real time, and SentinelOne…