Staff Escalation Manager

About this job

SentinelOne is looking for a Staff Escalation Manager to join their team in Bengaluru, Karnataka, India. SentinelOne is an AI-native cybersecurity company that unifies protection across endpoint, cloud, identity, data, and AI systems. In this senior individual-contributor role, you will act as the key technical interface between Technical Support and Product and Engineering teams for an assigned product area. A normal day involves reviewing and validating support escalations, challenging issues before they reach development, deflecting unnecessary engineering tickets by guiding support staff, prioritizing critical defects based on business risk, and analyzing trends to improve overall product supportability. You will also participate in customer-facing escalation calls and coach frontline engineers to enhance technical capabilities, helping reduce the need for future escalations.

Responsibilities

• Serve as the senior Support subject-matter expert for assigned SentinelOne products or technologies.
• Act as the primary technical interface between Technical Support and Product/Engineering for customer escalations.
• Review, validate, and prioritize Support escalations before Engineering engagement based on severity and customer impact.
• Deflect unnecessary Engineering escalations by providing solutions, technical guidance, and coaching to Support.
• Partner closely with Product and Engineering leadership to improve product supportability and quality.
• Perform trend analysis to identify recurring defects and highest-impact customer issues.
• Develop technical knowledge assets including KBs, troubleshooting guides, and internal enablement materials.
• Participate in customer-facing escalation calls and inspect technical artifacts to accelerate root-cause investigations.

Requirements

• 7+ years of experience in Technical Support, Escalation Engineering, Software Engineering, Customer Engineering, Security Engineering, or a comparable technical role.
• Deep subject-matter expertise in one or more enterprise security technologies.
• Exceptional troubleshooting and root-cause analysis skills.
• Demonstrated experience working directly with Product and Engineering organizations.
• Strong understanding of operating systems, enterprise security, cloud technologies, networking, and large-scale software environments.
• Strong technical judgment and ability to balance customer urgency with engineering prioritization.
• Ability to lead cross-functional technical execution without direct authority and excellent technical communication skills.

Good to have

• Experience with WinDbg and memory dump analysis
• Experience with Process Monitor
• Experience with Windows Performance Analyzer
• Experience with C++, Rust, Python, or similar languages

Who should apply

This role suits experienced technical professionals with a robust background in enterprise security, support, or software engineering. Ideal candidates possess advanced troubleshooting skills, strong cross-functional leadership abilities, and a passion for coaching others and improving product quality. If you have deep expertise in technical escalation management and can bridge the gap between support and engineering teams at SentinelOne, you should apply. Freshers cannot apply as 7+ years of relevant experience is required.

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