Staff Technical Support Engineer at SentinelOne in Bengaluru

Job description

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 Staff Technical Support Engineer, you will be tasked with providing responsive, high-quality technical assistance to customers across our global customer base, investigating and resolving technical issues across Windows, macOS, Linux, cloud, networking, and security environments while communicating clearly with customers throughout the troubleshooting process. Technical Support sits on the front line of SentinelOne's commitment to customer outcomes, where every interaction is an opportunity to solve a customer problem, build confidence in SentinelOne, and create knowledge that makes the next customer experience even better. This role is about more than responding to tickets, as great Support Engineers combine technical curiosity, disciplined troubleshooting, customer empathy, strong documentation, and a desire to continuously increase what can be solved at the frontline. What Will You Do? Primary responsibilities include: Provide customer support through phone, email, chat, and other Support channels, communicating clearly, proactively, and professionally throughout the customer experience. Troubleshoot technical issues across SentinelOne products and supported operating environments, gathering the technical information, logs, reproduction steps, and environmental context required to diagnose issues effectively. Perform performance tracing and system-level diagnostics, kernel debugging (Mac, Linux), and memory dump and crash analysis. Reproduce issues by building scripts, automation, and test environments. Own customer cases from initial investigation through resolution or appropriate escalation, meeting established response and resolution service levels and documenting troubleshooting activity and customer interactions clearly and consistently. Apply existing knowledge, documentation, diagnostics, and tooling before escalating issues. Collaborate with senior Support engineers, escalation specialists, and more specialized technical teams on complex technical problems that require deeper investigation, and with Support, Product, Problem Management, and Principal Engineers on large-scale investigations. Identify recurring issues and repeatable solutions, and contribute knowledge articles, troubleshooting guides, videos, and other reusable resources to the collective knowledge of the Support organ