Senior Technical Support Engineer

About this job

As a Senior Technical Support Engineer at SentinelOne in Bengaluru, you will join a global team protecting global enterprises, critical infrastructure, and advanced technologies using an AI-native cybersecurity platform. SentinelOne unites protection across endpoints, cloud, identity, data, and AI systems to deliver autonomous detection and response. In this role, your normal day involves managing high-value cases from the customer support portal, handling escalations from Level 1 and Level 2 support, and providing real-time technical assistance through inbound chat queues. You will perform deep technical troubleshooting, analyze memory dumps and system logs, and work closely with enterprise customers to resolve complex Windows endpoint and cloud-connected platform issues while meeting established SLAs.

Responsibilities

• Own and resolve high-value cases submitted through the customer support portal.
• Accept, triage, and resolve escalations handed off from Level 1 and Level 2 support.
• Work actively in the inbound case queue and respond on customer chat channels.
• Troubleshoot Windows endpoint issues using kernel-level and Windows Internals analysis.
• Analyze memory dumps and system logs to identify root causes.
• Partner with Engineering and R&D on complex, product-level escalations.
• Mentor and provide technical guidance to Level 1 and Level 2 support engineers.
• Maintain accurate case documentation in Salesforce adhering to SLA and quality standards.

Requirements

• Strong working knowledge of Windows operating systems and Windows Internals.
• Solid grounding in cybersecurity concepts like endpoint protection and EDR/AV.
• Working knowledge of cloud platforms and cloud security concepts.
• Hands-on experience with memory and crash dump analysis and log analysis.
• 6+ years of experience in cybersecurity or technical support, or demonstrated expertise in Windows Internals and dump analysis.
• Strong written and verbal communication skills for customer interactions.
• Ability to work in a queue-driven, SLA-bound support environment across shifts.

Good to have

• Prior experience supporting an EDR/XDR or endpoint security product
• Familiarity with SentinelOne Singularity Platform or comparable security platforms
• Relevant Microsoft, security, or cloud certifications

Who should apply

This role suits experienced cybersecurity or technical support professionals with deep expertise in Windows Internals, crash dump analysis, and enterprise customer management. Candidates should be comfortable working in a fast-paced, queue-driven support environment and possess strong communication skills to handle customer chat and portal interactions under pressure. The posting requires around 6 or more years of experience or equivalent hands-on technical expertise, so it is not intended for freshers.

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