Senior Technical Support Engineer

About this job

SentinelOne is a cybersecurity company operating at the intersection of AI and security, offering a platform that unifies protection across endpoints, cloud, identity, and data to provide autonomous detection and response. As a Senior Technical Support Engineer based in Bengaluru, your primary mission is to help secure global enterprises by delivering high-quality technical assistance. In this role, you will be an essential part of the support team, working in shift-based schedules to ensure continuous coverage. A normal day involves monitoring incoming customer support cases through the portal, managing the inbound support queue, and delivering real-time troubleshooting via customer chat. You will address technical problems related to endpoint and cloud environments, document your troubleshooting steps accurately, and guide customers through complex cybersecurity challenges while maintaining clear communication.

Responsibilities

• Monitor and respond to customer cases submitted via the support portal within SLA targets.
• Manage the inbound support queue by picking up and triaging newly arriving cases.
• Deliver real-time technical assistance and guidance through inbound customer chat.
• Troubleshoot and resolve technical inquiries concerning endpoint, cloud, and cybersecurity systems.
• Document case information, troubleshooting actions, and resolutions accurately in the management system.
• Escalate complex problems to senior teams while maintaining overall case ownership and customer contact.
• Identify recurring issues to write knowledge base articles that improve team efficiency.

Requirements

• Working knowledge of Linux operating systems including administration and troubleshooting.
• Solid understanding of cybersecurity principles such as endpoint security and threat detection.
• Working knowledge of cloud platforms and cloud security concepts like AWS, Azure, or GCP.
• Four or more years of experience in cybersecurity or a related technical field, or strong Linux expertise.
• Strong written and verbal communication skills for clear customer interactions.
• Ability to manage multiple priorities across live chat, case work, and queue monitoring in a fast-paced setting.

Good to have

• Prior experience working with SentinelOne or similar EDR/XDR and endpoint security platforms.
• Relevant professional certifications such as CompTIA Security+, Linux+/RHCSA, or cloud provider certificates.
• Previous professional background in a customer-facing technical support or helpdesk capacity.

Who should apply

This role suits professionals with a strong background in technical support, Linux administration, and cybersecurity who thrive in a fast-paced, shift-based environment. Ideal applicants will possess solid problem-solving abilities and clear communication skills to assist global enterprise customers. Candidates must bring relevant technical experience, as this position requires professional knowledge in cloud environments and security fundamentals rather than entry-level qualifications.

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