Senior Technical Support Engineer - Windows and Identity Security
S
SentinelOneCybersecurity
Remote in CZ/SKFull-TimeSenior
Salary not disclosed
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Job Details
- Required Skills
- PythonLinuxNetworking
Requirements
- Previous technical support or customer-facing technical experience with endpoint security or enterprise security products.
- Working knowledge of Windows, macOS, and/or Linux.
- Understanding of networking and basic security concepts.
- Ability to systematically investigate complex technical issues, including crash dumps, and clearly document findings.
- Strong analytical, troubleshooting, and problem-solving skills.
- Ability to manage multiple customer issues while maintaining quality and urgency.
- Customer focus and comfort working in a fast-moving technical environment.
- Written and verbal communication and collaboration skills, and willingness to learn from others.
- Scripting experience with PowerShell, Python, Bash, or a similar tool is an advantage.
- Experience troubleshooting endpoint or server environments is an advantage.
- Familiarity with cloud platforms or SaaS technologies is an advantage.
- Cybersecurity education, certifications, or professional experience is an advantage.
Responsibilities
- Provide customer support through phone, email, chat, and other Support channels while meeting established response and resolution service levels.
- Troubleshoot technical issues across SentinelOne products and supported operating environments, including investigating crash dumps.
- Own customer cases from initial investigation through resolution or appropriate escalation.
- Communicate proactively and professionally throughout the customer experience.
- Gather logs, reproduction steps, technical information, and environmental context to diagnose issues.
- Apply existing knowledge, documentation, diagnostics, and tooling before escalating issues.
- Document troubleshooting activity and customer interactions clearly and consistently.
- Collaborate with specialized support engineers and escalation specialists on complex technical problems.
- Identify recurring issues and contribute knowledge articles, troubleshooting guides, videos, and product supportability feedback.
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