Senior Technical Support Engineer - Multiplatform & Cloud Security
New
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SentinelOneCybersecurity
Hybrid work in Prague (Karlin), Brno (Clubco) or remote in CZ/SK.Full-TimeSenior
Salary not disclosed
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Job Details
- Required Skills
- CybersecurityLinuxSaaSNetworkingTechnical support
Requirements
- Previous technical support or customer-facing technical experience with endpoint, cloud security, or enterprise security products.
- Working knowledge of Linux, macOS, and/or Windows.
- Familiarity with cloud platforms or SaaS technologies.
- Understanding of networking and basic security concepts.
- Ability to investigate complex technical issues systematically, including crash dumps.
- Strong analytical, troubleshooting, and problem-solving skills.
- Ability to manage multiple customer issues while maintaining quality and urgency.
- Ability to document findings clearly and consistently.
- Customer focus, 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.
- Cybersecurity education, certifications, or professional experience is an advantage.
Responsibilities
- Provide customer support through phone, email, chat, and other Support channels in line with 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.
- 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.
- Contribute knowledge articles, troubleshooting guides, videos, and other reusable resources based on recurring issues.
- Provide structured feedback on product usability or supportability improvements.
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