Technical Support Engineer, Public Sector

SentinelOne

3d•$72,000 - $87,000•Onsite

About The Position

As a Technical Support Engineer, Public Sector, you will be tasked with providing multi-platform technical support via phone, email, and chat, troubleshooting security and cloud issues alongside our engineering teams. You will document cases clearly and contribute to knowledge base resources that improve support quality and efficiency. Due to Federal Government contract requirements, U.S. Citizenship and a work location in the United States is required. FedRAMP staff may be subject to customer or third-party background checks up to and including Secret Clearance if required by their role at SentinelOne.

Requirements

2 years of related professional experience preferred
A strong customer orientation, with excellent problem-solving and troubleshooting skills.
Excellent written and verbal communication skills.
Experience with endpoint and server-based security solutions is desired.
Experience with host-based security solutions is desired.
Proficiency in Windows, Mac, and Linux, with mobile platforms a plus.
U.S. Citizenship and a work location in the United States is required.

Responsibilities

Provide phone, email, and 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.
Maintain excellent customer satisfaction through professional, proactive, and personal service.
Work closely with our research and development teams to determine root cause and possible solutions.
Contribute to our knowledge base by creating solution articles, how-to guides, and videos.