Senior Technical Support Engineer

What will you do

• A SentinelOne Support Engineer with 6 to 8 years of experience would typically be responsible for:
  

• Advanced Troubleshooting:

  Diagnosing and resolving complex technical issues related to the SentinelOne agent and management console for endpoints. This includes analysing logs, crash dumps, and system behaviour to identify root causes.

• Customer Support:

  Providing timely and professional support to customers via zoom, email, and a ticketing system. This role involves managing multiple cases simultaneously, prioritizing based on urgency and impact.

• Collaboration:

  Working closely with other frontline support team members, backline, and engineering teams to escalate issues, report bugs, and provide valuable customer feedback for product improvements.

• Knowledge Management:

  Contributing to and maintaining the internal knowledge base by creating documentation, solutions, and best-practice guides for common issues.

• Root Cause Analysis:

  Performing in-depth analysis to determine the underlying cause of issues and developing strategies to prevent future occurrences.

• Incident Response:

  Participating in incident response activities and coordinating with InfoSec teams to investigate threats and security incidents.

• Scripting and Automation:

  Using scripting languages, such as

  PowerShell

  , to collect data, automate troubleshooting tasks, and develop tools that improve support efficiency.

What skills and knowledge should you bring

• To be a successful candidate for this role, you should have:
  

• Experience:

  A minimum of

  6-8 years

  in technical support, should be in the cybersecurity, endpoint security, or antivirus industry.

• Microsoft Windows Expertise:

  An in-depth understanding of

  Windows internals

  , including services, drivers, the registry, Event Viewer, and networking concepts like DNS and VPN. This is crucial for diagnosing and resolving SentinelOne-specific issues.

• Cybersecurity Knowledge:

  Strong knowledge of Endpoint Detection and Response (EDR), antivirus (AV), and endpoint hardening best practices. Familiarity with common malware behaviours and frameworks like the MITRE ATT&CK framework is a significant plus.

• Problem-Solving Skills:

  Excellent analytical and problem-solving skills with the ability to think logically under pressure.

• Communication:

  Exceptional written and verbal communication skills, with the ability to explain complex technical concepts to both technical and non-technical audiences.

• Tools and Technologies:

  Hands-on experience with troubleshooting tools like

  Wireshark and Sysinternals

  . Experience with ticketing systems like Salesforce or Jira is also expected.