Support Engineer

Services & Field Operations Eugene, Oregon


Description

Who are we?

SentinelOne is lead by an elite team of cyber security and defense experts from IBM, Intel, Check Point, Cylance, McAfee, and Palo Alto Networks. SentinelOne is shaping the future of endpoint security through its unified, converged platform that automatically prevents, detects, and responds to threats in real-time. Our unique approach is based on deep inspection of all system processes combined with innovative machine learning to quickly isolate malicious behaviors, protecting devices against advanced, targeted threats in real time.

What are we looking for?

We are looking for a Support Engineer to join the growing SentinelOne Support organization. This person will be the key interface between our customers, field engineers and development, and handle customer cases on a variety of platforms including Windows, Mac, and Linux. This person will be located in Eugene and occasional travel may be required.

What skills and experience should you bring? 

  • Provide phone/email/chat-based customer support to our growing customer base

  • Document case activities and interactions with clear and concise information

  • Strive to resolve customer issues based on SLAs

  • Document case activities and interactions with clear and concise information

  • Maintain excellent customer satisfaction through means of professional, proactive and personal service.

  • Work closely with our researches and development teams to determine root cause and possible solutions

  • Contribute to our knowledge base by creating solution articles, how-to guides and videos

  • Bachelor degree in a technical field

  • Minimum two years experience in customer support or a customer-facing technical role

  • Strong network and security knowledge

  • Excellent customer-oriented individual, strong problem-solving and troubleshooting skills. Creativity a plus

  • Excellent written and verbal communication skills

  • Experience with endpoint and server-based security solutions is desired

  • Experience with host base security solutions is desired

  • Proficient in Windows, Mac, and Linux (mobile platforms a plus)

  • Training delivery experience an advantage

Why us?
 
You will be joining a cutting-edge company, where you will tackle extraordinary challenges and work with the very best in the industry.

  • Medical, Vision, Dental, 401(k), Commuter, Health and Dependent FSA
  • Unlimited PTO
  • Flexible Work Shifts Required (including weekends and holidays)
  • Paid Company Holidays
  • Paid Sick Time
  • Gym membership reimbursement
  • Cell phone reimbursement
  • Numerous company-sponsored events including regular happy hours and team building events