As AI reshapes how organizations build, operate, and innovate, the responsibility to protect them becomes more critical than ever. When you join SentinelOne, your work helps protect global enterprises, critical infrastructure, and the technologies shaping tomorrow. SentinelOne is a company at the intersection of AI and security, pioneering a new operating model for cybersecurity. Our AI-native platform unifies protection across endpoint, cloud, identity, data, and AI systems to deliver autonomous detection and response with clarity and speed. By combining real-time analytics, intelligent automation, and a unified data foundation, we reduce noise, simplify complexity, and empower security teams to focus on what truly matters.
Our teams are builders, problem-solvers, and innovators committed to shaping the future of security. If you are excited to solve hard problems alongside talented, mission-driven people, we invite you to help us build a safer future for humanity.
AI is reshaping every function across our business, and we enable every team member, regardless of role or level, to build fluency in AI tools and concepts. As a Technical Support Escalation Manager to serve as the primary technical interface between Technical Support and SentinelOne Product and Engineering teams for an assigned product area.You will own the quality and prioritization of Engineering escalations coming from Support, challenge issues before they become development work, help Support resolve problems without unnecessary escalation, and ensure genuinely product-related issues reach Engineering with the evidence and urgency required for action.You will also analyze recurring issues and use those insights to improve Support readiness, product quality, documentation, diagnostics,



and overall product supportability.Serve as the senior Support subject-matter expert for assigned SentinelOne products or technologies.
Act as the primary technical interface between Technical Support and Product/Engineering for customer-driven escalations.
Review and validate Support escalations before Engineering engagement.
Determine whether issues represent product defects, environmental conditions, configuration issues, known behavior, or Support-solvable problems.
Deflect unnecessary Engineering escalations by providing solutions, known fixes, technical guidance, documentation, and coaching to Support.
Prioritize Engineering escalations based on severity, customer impact, breadth of exposure, and business risk.
Drive technical escalation execution across Support, Product, and Engineering.
Develop and maintain technical knowledge including KBs, troubleshooting guides, training, videos, diagnostics, and internal enablement.
Participate in customer-facing escalation calls when advanced technical leadership is required.
Translate complex Engineering findings into clear guidance for Support teams and customer-facing stakeholders.
Provide structured product-quality and supportability insights to Support, Product, Engineering, and Customer Experience leadership.
7+ years of experience in Technical Support, Escalation Engineering, Software Engineering, Customer Engineering,



Security Engineering, or a comparable technical role.

- Exceptional troubleshooting and root-cause analysis skills.
- Demonstrated experience working directly with Product and Engineering organizations.
- Strong understanding of operating systems, enterprise security, cloud technologies, networking, and large-scale software environments.
- Strong coaching and technical enablement capabilities.
- For Windows-focused roles, experience with technologies such as:

WinDbg and memory dump analysis
Windows Performance Analyzer
C++, Rust, Python, or similar languages
AI is redefining how the world operates and rewriting the rules of security in real time, and SentinelOne was built for this moment. From day one, we architected an AI-native platform designed to operate at machine speed, not as an add-on to legacy systems but as the foundation itself. We invest in our Sentinels with comprehensive, competitive benefits designed to support you and your family:
Restricted Stock Units (RSUs)
Employee Stock Purchase Plan (ESPP)
Competitive leave benefits
Gender-neutral parental leave
Insurance & Financial Security
Medical and insurance advantages
Employee Assistance Program (EAP)
Global home office allowance
Internet allowance
LinkedIn Learning license
Food allowance (Bangalore office)
Meal vouchers (Sodexo)
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.

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