Senior Technical Support Engineer, Bangalore based role - Hybrid.

The role

You will handle incoming customer cases and provide real-time assistance via inbound customer chat. You will troubleshoot and resolve technical issues across endpoint, cloud, and cybersecurity-related product areas.

What you will do

• Monitor and respond to incoming customer cases within defined SLA targets.
• Log in to and actively manage the inbound support queue.
• Provide real-time technical assistance and guidance on inbound customer chat.
• Troubleshoot and resolve technical issues across endpoint, cloud, and cybersecurity-related product areas.
• Document case details, troubleshooting steps, and resolutions in the case management system.
• Escalate complex or unresolved issues to senior engineers or relevant teams.
• Identify recurring issues and contribute to knowledge base articles.
• Maintain professional, clear, and courteous communication with customers.

Required qualifications

• Strong working knowledge of Linux operating systems, including administration, command line, and troubleshooting.
• Solid understanding of cybersecurity concepts and practices.
• Working knowledge of cloud platforms and cloud security concepts, such as AWS, Azure, or GCP.
• 4 or more years of experience in cybersecurity or a related technical field, or demonstrated strong Linux expertise in place of formal cybersecurity experience.
• Strong written and verbal communication skills.
• Ability to manage competing priorities across queue monitoring, live chat, and case work.

Nice to have

• Prior experience with SentinelOne or similar EDR/XDR and endpoint security platforms
• Relevant certifications, such as CompTIA Security+, Linux+/RHCSA, or a cloud provider certification
• Previous experience in a customer-facing technical support or helpdesk role

Benefits

• Restricted Stock Units (RSUs)
• Employee Stock Purchase Plan (ESPP)
• Competitive leave benefits
• Gender-neutral parental leave
• Medical and insurance benefits
• Employee Assistance Program (EAP)
• Global home office allowance
• Internet allowance
• LinkedIn Learning license
• Social Connect program
• Food allowance (Bangalore office)
• Meal vouchers (Sodexo)

About the company

SentinelOne is a company at the intersection of AI and security, pioneering a new operating model for cybersecurity. Their AI-native platform unifies protection across endpoint, cloud, identity, data, and AI systems.