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Support Engineer



Customer Service
Costa Rica
Posted on Wednesday, July 19, 2023

About Us:

SentinelOne is defining the future of cybersecurity through our XDR platform that automatically prevents, detects, and responds to threats in real-time. Singularity XDR ingests data and leverages our patented AI models to deliver autonomous protection. With SentinelOne, organizations gain full transparency into everything happening across the network at machine speed – to defeat every attack, at every stage of the threat lifecycle.

We are a values-driven team where names are known, results are rewarded, and friendships are formed. Trust, accountability, relentlessness, ingenuity, and OneSentinel define the pillars of our collaborative and unified global culture. We're looking for people that will drive team success and collaboration across SentinelOne. If you’re enthusiastic about innovative approaches to problem-solving, we would love to speak with you about joining our team!


Candidate must reside in Costa Rica

About the Role

We are looking for a Support Engineer to join the growing SentinelOne Support organization. This person will be the key interface between our customers, field engineers and development, and handle customer cases on a variety of platforms including Windows, Mac, and Linux. This person will be located in Eugene and occasional travel may be required.

What We're Looking For

  • Cloud experience (GCP, Azure, AWS, K8)
  • 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
  • Bachelor degree in a technical field
  • Minimum two years experience in customer support or a customer-facing technical role
  • Strong network and security knowledge
  • Excellent customer-oriented individual, strong problem-solving and troubleshooting skills. Creativity a plus
  • Excellent written and verbal communication skills

What will separate you from other candidates?

  • Experience with endpoint and server-based security solutions is desired
  • Experience with host base security solutions is desired
  • Proficient in Windows, Mac, and Linux (mobile platforms a plus)
  • Training delivery experience an advantage

SentinelOne is proud to be an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.

SentinelOne participates in the E-Verify Program for all U.S. based roles.