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Staff Technical Support Engineer - Windows & Identity Security

6 hours, 47 minutes ago
Czech Republic, Slovakia
Full-time
Lead
Technical Support Engineer
Customer and Technical Support
Bash Cybersecurity Linux macOS PowerShell Python
Apply Now
SentinelOne

SentinelOne

SentinelOne provides autonomous security solutions for endpoint, cloud, and identity environments, offering unified prevention, detection, response, and forensics in a single platform powered by AI to protect against advanced cyber threats.

Internet Software & Services
1001-5000
Founded 2013
View All Jobs 14

Description

  • Provide timely customer support through phone, email, chat, and other channels while meeting response and resolution service levels.
  • Troubleshoot complex technical issues across SentinelOne products and supported environments, including crash-dump investigations.
  • Own customer cases from initial investigation through resolution or appropriate escalation.
  • Collect logs, reproduction steps, and environmental context; use diagnostic tools and documentation to investigate issues.
  • Communicate case progress, findings, and next steps clearly and professionally to customers.
  • Document troubleshooting activities and customer interactions consistently.
  • Collaborate with specialized support engineers and escalation teams on complex problems.
  • Identify recurring issues and create reusable knowledge articles, troubleshooting guides, videos, and other resources.
  • Provide feedback on product usability and supportability improvements.
  • Continuously develop knowledge of SentinelOne products, operating systems, cybersecurity, and troubleshooting methods.

Requirements

  • Previous technical support or customer-facing technical experience with endpoint security or enterprise security products.
  • Working knowledge of Windows, macOS, and/or Linux.
  • Understanding of networking and basic security concepts.
  • Strong analytical, troubleshooting, and problem-solving skills, including systematic investigation of complex issues and crash dumps.
  • Ability to manage multiple customer issues with quality, urgency, and customer focus in a fast-moving environment.
  • Excellent written and verbal communication and collaboration skills.
  • Ability to clearly document technical findings and troubleshooting activities.
  • Scripting experience with PowerShell, Python, Bash, or similar tools (preferred).
  • Experience troubleshooting endpoint or server environments and familiarity with cloud platforms or SaaS technologies (preferred).
  • Cybersecurity education, certifications, or professional experience (preferred).

Benefits

  • Restricted Stock Units (RSUs), Employee Stock Purchase Plan (ESPP), and performance-based bonus.
  • 5 weeks of PTO plus flexible time off, paid wellness days, and fully paid short-term sick/nursing leave.
  • Gender-neutral parental leave.
  • Private medical care, life and disability insurance, pension contributions, travel medical insurance, and an Employee Assistance Program.
  • Hybrid work in Prague or Brno, or remote work in the Czech Republic or Slovakia.
  • Global home-office allowance and meal allowance.
  • Wellbeing allowance, MultiSport program, and Wellness Coach app.

Interested in this position?

Apply directly on the company website

Apply Now

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