IT Support Engineer

What are we looking for?

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.

What will you do?

Main Responsibilities

• 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. Also drive the issue until resolution.
• Maintain consistent and timely communication with users regarding the status and resolution of their support tickets.
• 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.
• Proactive in management of Service Request, Incident, Tasks within SLA and Escalate to L2 resources with proper troubleshooting notes.
• 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.
• Take end-to-end ownership of customer issues, including initial troubleshooting, identification of root cause, issue resolution and dispatching tickets to the right team.
• 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.
• Add, modify AD and Okta groups to provide the user access
  

What skills and knowledge should you bring?

Experience and Skills

• 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 customer-facing abilities and strong problem-solving as well as troubleshooting skills.
• 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.
• Independent, responsible, and result-driven team player.
• AWS, GCP, or Azure experience is an advantage

Advantages

• 2 or 3+ years of customer support, technical support, system administration or related customer facing roles.
• Open to work in different Shift timings
• Excellent communication skills (verbal and written)
• Expertise in the Windows as well as MacOS environment, troubleshooting and diagnosing low-level operating systems and network issues.
• Passion for solving customer issues and advocating for their success in a fast paced, highly technical environment.
• Ability to learn new technologies quickly.
• Understanding of SLAs and ensure ticket closures within defined SLAs
• Ability to work independently with little direct supervision and as a part of a team.

Skills

• Google workspace user and group management
• Hands on experience on IAM tool, preferably Okta
• ITSM process knowledge and experience on tool like service now or JIRA service desk, Confluence
• Mac/Win troubleshooting
• Jumpcloud basics
• Slack, Intune