Sr. Pre-Sale Support Engineer

SentinelOne

22h•$92,800 - $120,000•Remote

About The Position

As a Staff Pre-Sales Support Engineer, you will be tasked with joining the Pre-Sales Support Engineer Team (also known as the POC Support Team), a dedicated support unit designed to help SentinelOne win new business and secure high-value upsells by resolving technical roadblocks rapidly during the Proof of Concept (POC) phase. You will own technical issues raised during POCs to drive the highest possible win rate, act as a primary technical partner for Sales and Account teams, and share knowledge that strengthens the broader support organization.

Requirements

Deep technical knowledge across products, operating systems, and cybersecurity, paired with an independent approach and strong resourcefulness.
Effective time management and excellent execution skills, with the ability to drive multiple concurrent cases to resolution under pressure.
Excellent interpersonal skills, with a track record of collaborating across sales, engineering, product, and third-party stakeholders.
A performance track record aligned to key metrics such as CSAT, time-to-resolution (TTR), percentage of escalations to manager, productivity, and Jira quality (≤5% unjustified).
A demonstrated commitment to knowledge sharing, including contributions to internal knowledge bases and enablement of other teams.

Responsibilities

Owning technical issues raised during POCs, taking full responsibility for cases from customers and Account Teams directly and driving them to resolution to maximize win rate.
Validating that the information needed for effective investigation is available, and providing frequent, meaningful, and high-quality updates through tickets.
Acting with a sense of urgency to mitigate escalations, initiating handovers as needed to ensure follow-the-sun support coverage.
Acting as a Subject Matter Expert (SME) across various product stacks, providing guidance on best practices, troubleshooting, and jump-starting complex configurations (such as Cloud, Kubernetes, Identity, and Prompt Security).
Serving as a primary technical partner for Sales Engineers (SEs) and Account Directors, offering a quick-escalation path and joining calls directly with prospects to keep high-value deals moving.
Working with all relevant internal stakeholders, including PM, Engineering, and third parties, to drive resolution.
Writing internal technical documentation, consulting on complex cases, and sharing hands-on product knowledge through the knowledge base to enable and upskill other support teams.