Technical Support Engineer - Remote or Hybrid

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. 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. 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. SentinelOne is looking for a passionate Technical Support Engineer to join our rapidly growing Global Support and Services organization. As the interface between our customers, field engineers and development, building tools that will help improve productivity, driving innovation, and more. We are seeking someone with a proven track record of leading support and services efforts on a variety of platforms, including Windows, Mac, and Linux. Act as the initial point of contact for end users via telephone, email, or the ticketing system. Able to Provide technical support to Internal users situated in remote locations by diagnosing and resolving issues related to Software, Hardware, Networking and other day to day basis Tools. Expertise in troubleshooting MacOS and Windows platform issues. Excellent in providing technical support to users over Zoom or Slack when required. Able to communicate with APJ, EMEA and USA region employees. Experience on managing tools ensuring user productivity like GSuite, Jumpcloud, Slack, Intune, Okta, AD, 1Password, JIRA, Asset management, Service Desk, Confluence etc. Able to create Knowledge Articles, KB's for Helpdesk Team if needed. Work with cross-functional teams to ensure delivery of high-quality, customer-focused products and services. Understanding of Incident Management, Problem Management, Root Cause Analysis, Change Management as per ITIL process. Working knowledge of ServiceDesk tools like JIRA Service Desk OR other helpdesk tools for ticket management. Minimum 8 years of experience in customer support or a customer-facing technical role (e.g., Technical Support, Customer Success, Professional Services) Experience with delivering customer services, both frontline, second, and third tier levels, preferably within a SaaS B2B vendor environment Expert-level proficiency in Windows, Mac, or Linux. Network or Endpoint Security background required. Excellent written and verbal communication skills in English (other languages are a plus). Demonstrated understanding of common customer service tools (Ticketing, Voice, Chat) and processes. AWS, GCP, or Azure experience is an advantage 2 or 3+ years of customer support, technical support, system administration or related customer facing roles. Open to work in different Shift timingsExpertise in the Windows as well as MacOS environment, troubleshooting and diagnosing low-level operating systems and network issues.Ability to work independently with little direct supervision and as a part of a team.Google workspace user and group managementHands on experience on IAM tool, preferably OktaITSM process knowledge and experience on tool like service now or JIRA service desk, ConfluenceYou will be joining a cutting-edge company, where you will tackle extraordinary challenges and work with the very best in the industry along with competitive compensation. Flexible working hours and hybrid/remote work model. Flexible Time Off. Flexible Paid Sick Days. Global gender-neutral Parental Leave (16 weeks, beyond the leave provided by the local laws) Generous employee stock plan in the form of RSUs (restricted stock units) On top of RSUs, you can benefit from our attractive ESPP (employee stock purchase plan) Gym membership/sports gears by Cultfit. Wellness Coach app, with 3,000+ on-demand sessions, daily interactive classes, audiobooks, and unlimited private coaching. Private medical insurance plan for you and your family. Life Insurance covered by S1 (for employees) Global Employee Assistance Program (confidential counseling related to both personal and work life matters) High-end MacBook or Windows laptop. Home-office-setup allowances (one time) and maintenance allowance. Internet allowances. Provident Fund and Gratuity (as per govt clause) Half yearly bonus program depending on the individual and company performance. Above .