About Us:
SentinelOne is defining the future of cybersecurity through our XDR platform that automatically prevents, detects, and responds to threats in real-time. Singularity XDR ingests data and leverages our patented AI models to deliver autonomous protection. With SentinelOne, organizations gain full transparency into everything happening across the network at machine speed – to defeat every attack, at every stage of the threat lifecycle.
We are a values-driven team where names are known, results are rewarded, and friendships are formed. Trust, accountability, relentlessness, ingenuity, and OneSentinel define the pillars of our collaborative and unified global culture. We're looking for people that will drive team success and collaboration across SentinelOne. If you’re enthusiastic about innovative approaches to problem-solving, we would love to speak with you about joining our team!
What are we looking for?
SentinelOne is looking for a Manager, Technical Support to join our Global Technical Support organization. The Manager, Technical Support will report to the Senior Manager of Support and Services and lead a team of Technical Support Engineers across the APJ region.
What will you do?
- Ensure excellent customer service is provided through all channels
- Reduce customer effort by optimizing troubleshooting iterations, promoting supportability enhancements, and acting with the voice of the customer
- Own escalations, engage customers directly, and follow up until mitigation/resolution
- Monitor quality KPIs to address concerns quickly and effectively
- Manage resources efficiently to deliver all assignments, especially resiliency, and ability to support all assigned products
- Mentoring and coaching of managers and engineers
- Conduct weekly 1x1 meetings with direct reporters and skip-level meetings with individual contributors in the group
- Recruit and promote talents
- Collaborate with HRBP/People Organization to manage career path, maintain employees’ well-being, and recognize outperformers
- Ensure knowledge & skills gaps are addressed in a timely manner
- Promote initiatives to improve performance at all levels
- Drive continuous improvement through debriefs and enrichment activities
- Ensure Performance Improvement Plans are set and executed with low performers
- Demonstrate a can-do approach and assist colleagues from different teams/organizations
What skills and knowledge should you bring?
- Bachelor’s degree with at least 5-8 years of experience in a customer-facing role and at least 3 years of experience in managing Technical Support teams
- Experience with Call Center technology, including ACD, workforce management, agent productivity tools, and quality management tools
- Excellent verbal and written communication in English
- Innovative approach, strong self-awareness
- Network or Endpoint Security background
- Knowledge of cybersecurity & vulnerabilities
- Experienced with cloud technologies
- Must be experienced and comfortable working in a fast-paced entrepreneurial environment and able to deal well with change and ambiguity
- Experience with support tools including ticketing and knowledge management
- Exceptional analytical, strategic, and problem-solving skills
- Candidates who are based in Bangalore would be highly preferred.
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.
- Health Insurance
- Industry-leading gender-neutral parental leave
- Paid Company Holidays
- Paid Sick Time
- Employee stock purchase program
- Employee assistance program
- Gym membership
- Cell phone/wifi allowance
- Numerous company-sponsored events, including regular happy hours and team-building events
SentinelOne is proud to be an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.
SentinelOne participates in the E-Verify Program for all U.S. based roles.
What We Do
SentinelOne is a leading provider of autonomous security solutions for endpoint, cloud, and identity environments. Founded in 2013 by a team of cybersecurity and defense experts, SentinelOne revolutionized endpoint protection with a new, AI-powered approach. Our platform unifies prevention, detection, response, remediation, and forensics in a single, easy-to-use solution.
Our endpoint security product is designed to protect your organization's endpoints from known and unknown threats, including malware, ransomware, and APTs. It uses artificial intelligence to continuously learn and adapt to new threats, providing real-time protection and automated response capabilities.
SentinelOne's approach to security is designed to help organizations secure their assets with speed and simplicity. We provide the ability to detect malicious behavior across multiple vectors, rapidly eliminate threats with fully-automated integrated response, and adapt their defenses against the most advanced cyberattacks.
We are recognized by Gartner in the Endpoint Protection Magic Quadrant as a Leader and have enterprise customers worldwide. Our customers include some of the world's largest companies in various industries such as finance, healthcare, government, and more.
At SentinelOne, we understand that cybersecurity is a constantly evolving field and that the threats facing organizations are becoming increasingly sophisticated. That's why we are committed to staying at the forefront of technology and innovation and providing our customers with the best protection against cyber threats.
We offer our customers a wide range of services, including threat hunting, incident response, and incident management. Our team of experts is available to assist you 24/7 and can help you respond to and manage cyber incidents quickly and effectively.
To learn more about our products and services, please visit our website at www.sentinelone.com or contact us to schedule a demo
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