Staff Technical Support Engineer, Backline

Our Purpose
At SentinelOne, we are driven by a clear purpose: to give the advantage to those who secure our future. 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. If you are motivated by meaningful challenges and want your impact to be real, measurable, and global, you will find purpose here.
About Us
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.
What Are We Looking For?
We’re looking for people who are relentlessly curious and committed to continuous learning. 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. Those who thrive here actively seek out new solutions, experiment thoughtfully, and apply what they learn to drive better, faster, smarter outcomes.
As a Staff Technical Support Engineer, Backline, you will be tasked with acting as an advanced troubleshooter, investigating and resolving complex customer issues across SentinelOne's platform on technically challenging cases involving operating systems, networking, cloud infrastructure, security technologies, and SentinelOne products, while partnering closely with Frontline Support, Product, and Engineering. You will be expected to go deeper than symptoms, isolate root causes, determine whether issues are configuration, environmental, product, or defect related, and ensure Engineering receives high-quality technical escalations when development engagement is required. Just as importantly, you will help reduce future escalations by transferring knowledge back into Frontline Support.
What Will You Do?
Primary responsibilities include:
Own advanced technical investigations escalated by Frontline Support, and diagnose complex customer issues across Windows, macOS, Linux, networking, cloud, endpoint, and security environments.
Reproduce issues and perform structured root-cause analysis, reviewing logs, telemetry, diagnostic data, system behavior, and customer environments.
Determine whether issues can be resolved within Support or require Engineering involvement.
Ensure Engineering escalations contain complete diagnostics, reproducible evidence, business impact, and clear technical analysis.
Partner directly with Engineering and Product teams on customer-impacting defects and complex technical issues, and participate in customer calls when advanced technical expertise is required.
Coach and mentor Frontline engineers through difficult technical investigations.
Create troubleshooting guides, knowledge articles, diagnostic workflows, and technical training.
Identify recurring issues to proactively improve Support readiness, and identify opportunities to improve product supportability and troubleshooting capabilities.
Help increase Support's technical depth and reduce unnecessary Engineering escalations.
Deliver against the measures of success for the role, including reduced time to resolution for escalated cases, improved quality of Engineering escalations, reduced unnecessary defect and Jira creation, an increased percentage of advanced issues resolved within Support, and high customer confidence during complex technical investigations.
What Skills and Knowledge Will You Bring?
Ideal candidates will have:
5 or more years of experience in Technical Support, Customer Engineering, Systems Engineering, Security Engineering, or a related technical role.
Advanced troubleshooting and root-cause analysis skills, with the ability to independently drive complex investigations to resolution.
Strong Windows, macOS, or Linux operating system knowledge, along with strong networking and enterprise security fundamentals.
Experience troubleshooting endpoint, server, SaaS, cloud, or security platforms.
Ability to interpret complex logs, diagnostics, and technical evidence.
Strong customer communication and case management skills, including the ability to clearly explain technical findings to customers, Support engineers, and Engineering teams.
Strong written technical documentation skills.
Experience with endpoint detection and response, XDR, SIEM, cloud security, identity, or adjacent cybersecurity technologies is highly desirable.
Experience with AWS, Azure, GCP, Kubernetes, or container environments, and with scripting or automation using Python, PowerShell, Bash, or similar languages, is highly desirable.
Previous experience partnering directly with Software Engineering, debugging enterprise software, or delivering technical training and mentoring other engineers, along with a Bachelor's degree in a technical discipline or equivalent practical experience, is highly desirable.
Why SentinelOne?
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. If you want to build where innovation and impact move together, this is that place.
We invest in our Sentinels with comprehensive, competitive benefits designed to support you and your family:
Equity & Rewards
Restricted Stock Units (RSUs)
Employee Stock Purchase Plan (ESPP)
Time Off & Wellbeing
Competitive leave benefits
Gender-neutral parental leave
Insurance & Financial Security
Private medical, dental, and vision insurance
Work Perks & Flexibility
Global home office allowance
Internet or mobile phone allowance
Hybrid work model with flexible hours
Wellness & Lifestyle
Wellness programs
Growth & Community
In-office lunch program
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.