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Sr. Customer Operations Analyst



IT, Customer Service, Operations
United States · Remote
Posted on Thursday, June 13, 2024

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!

What are we looking for?

SentinelOne has a unique and exciting opportunity to join the rapidly growing Global Support and Services (GSS) organization. The Customer Operations team within GSS is responsible for application administration and integrations, Product and Service Provisioning, Project and Program Management and all data analytics for the GSS department.

The Sr. Customer Operations Analyst will report to the Manager, Customer Operations and will be part of the “tools” division of the operations team. They will be responsible for investigating and troubleshooting issues raised in Customer Operation tickets. As well as customizing and developing solutions for the technology stack we support. This specific role will be supporting our FedRAMP environment which requires a US citizen located in the US.

What will you do?

  • Investigate and troubleshoot break/fix issues
  • Participate in solution design session help solve business problems
  • Develop solution within sandbox environment, promote to production
  • Share knowledge with team through RCA and deployment documentation
  • Continue to build knowledge of GSS departmental process and procedures
  • Subject matter expert supporting our technical support and customer success department
  • Administer CRM, IVR, PSA and LMS applications
  • Work in an agile environment

What experience or knowledge should you bring?

  • College degree or 3+ years of equivalent work experience in technical support or customer success operations
  • SFDC developer experience in Service and Experience Cloud
  • Basic Python and APIs knowledge
  • Strong communication and problem-solving skills
  • Proficient in Google Suite products

What experience or knowledge sets you apart from others?

  • Experience with Jira, Thought Industries, Kantata, and Five9
  • Experience with UX/UI
  • Experience in project management

Why us?

You will be joining a cutting-edge company where you will tackle extraordinary challenges and work with the very best in the industry.

  • Medical, Vision, Dental, 401(k), Commuter, Health and Dependent FSA
  • Unlimited PTO
  • Industry-leading gender-neutral parental leave
  • Paid Company Holidays
  • Paid Sick Time
  • Employee stock purchase program
  • Disability and life insurance
  • Employee assistance program
  • Gym membership reimbursement
  • Cell phone reimbursement
  • Numerous company-sponsored events, including regular happy hours and team-building events
This U.S. role has a base pay range that will vary based on the location of the candidate. For some

locations, a different pay range may apply. If so, this range will be provided to you during the recruiting

process. You can also reach out to the recruiter with any questions.

Base Salary Range
$92,000$120,000 USD

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.