Staff Technical Support Engineer - Multiplatform & Cloud Security

SentinelOneCybersecurity

Hybrid work in Prague (Karlin), Brno (Clubco) or remote in CZ/SK.Full-TimeStaff

Salary not disclosed

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Job Details

Have previous technical support or customer-facing technical experience with endpoint, cloud security, or enterprise security products.
Have working knowledge of Linux, macOS, and/or Windows.
Be familiar with cloud platforms or SaaS technologies.
Understand networking and basic security concepts.
Demonstrate analytical, troubleshooting, and problem-solving skills for investigating complex technical issues, including crash dumps.
Be able to manage multiple customer issues while maintaining quality and urgency.
Clearly document findings and communicate in writing and verbally.
Collaborate with others and show willingness to learn from colleagues.
Scripting experience with PowerShell, Python, Bash, or a similar tool is an advantage.
Experience troubleshooting endpoint or server environments is an advantage.
Cybersecurity education, certifications, or professional experience is an advantage.

Provide customer support through phone, email, chat, and other Support channels while meeting 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 problems.
Contribute knowledge articles, troubleshooting guides, videos, and other reusable resources for recurring issues.
Provide structured feedback on product usability or supportability improvements.

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