• Provide frontline technical customer support for customer inquiries and system issues via phone and email • Manage Instrument and software related customer issues with internal and external support teams to drive issue resolution • Triage general customer complaints and delineate applications vs software vs hardware issues • Partner closely with regional and global field service and field applications teams to quickly diagnose and address customer end-to-end workflow issues • Contribute to the development of instrument troubleshooting methods and tools • Respond to customer end-to-end workflow inquiries as part of pre-sales support • Utilize service CRM software to dispatch and accurately document work in a timely manner • Influence and contribute to customer success initiatives through improvements to KPIs (Complaint Rate, Mean Time to Repair, Mean Time Between Failure, Warranty Replacement Rate, etc.) • Identify and contribute to group continuous improvement initiatives • Intake and triage distribution partner support escalations and inquiries • Maintain changes to knowledge databases, website, and other company-managed technical information • Provide instrumentation and software feedback to R&D and product quality teams to develop continuous improvement on existing platforms and influence development of future products • Display professionalism, understanding, tact, and technical knowledge in all customer interactions • Interface with internal R&D project teams to develop tech support centric collateral for new product and product extensions

• Deliver outstanding customer support via chats, emails and tickets • Managing troubleshooting processes, handling escalations, and backlog maintenance • Build strong and lasting customer relationships • Keep up with evolving tools and technology • Handle sensitive customer data with care and security • Apply the latest and greatest customer happiness practices • Maintain deep understanding of client solutions and meet KPI • Communicate with other teams.

• Analyze large datasets of device telemetry, metrics, and error logs to identify performance trends and system anomalies • Collaborate with Product Management to extract, define, and document clear technical and functional specifications for new firmware • Collaborate with Product Management to define and execute test cases to measure hardware and firmware efficiency under various network conditions • Assist Tier 3 Engineers investigating complex technical escalations from customer support to isolate firmware bugs, hardware defects, or environmental interference • Use data from devices to identify occurrences rates and patterns • Translate raw data from device and system logs into real real business needs by creating dashboards and technical reports for Product Management and Engineering teams to drive data-backed product decisions • Partner with Engineering, Developers, Product Managers, and Quality Assurance teams to validate device performance after software and hardware rollouts • Collaborate with customers as needed to test in real world environments to replicate issues for data collection and/or validate proposed fixes are successful

Title: IT Support Engineer Location: India Department:InfoSec & IT Region:Asia, Pacific & Japan 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. What are we looking for? SentinelOne is looking for a passionate Technical Support Engineer to join our rapidly growing Global Support and Services organization. As the interface between our customers, field engineers and development, building tools that will help improve productivity, driving innovation, and more. We are seeking someone with a proven track record of leading support and services efforts on a variety of platforms, including Windows, Mac, and Linux. What will you do? Main Responsibilities - Act as the initial point of contact for end users via telephone, email, or the ticketing system. - Able to Provide technical support to Internal users situated in remote locations by diagnosing and resolving issues related to Software, Hardware, Networking and other day to day basis Tools. Also drive the issue until resolution. - Maintain consistent and timely communication with users regarding the status and resolution of their support tickets. - Expertise in troubleshooting MacOS and Windows platform issues. - Excellent in providing technical support to users over Zoom or Slack when required. - Able to communicate with APJ, EMEA and USA region employees. - Experience on managing tools ensuring user productivity like GSuite, Jumpcloud, Slack, Intune, Okta, AD, 1Password, JIRA, Asset management, Service Desk, Confluence etc. - Proactive in management of Service Request, Incident, Tasks within SLA and Escalate to L2 resources with proper troubleshooting notes. - Able to create Knowledge Articles, KB’s for Helpdesk Team if needed. - Work with cross-functional teams to ensure delivery of high-quality, customer-focused products and services. - Take end-to-end ownership of customer issues, including initial troubleshooting, identification of root cause, issue resolution and dispatching tickets to the right team. - Understanding of Incident Management, Problem Management, Root Cause Analysis, Change Management as per ITIL process. - Working knowledge of ServiceDesk tools like JIRA Service Desk OR other helpdesk tools for ticket management. - Add, modify AD and Okta groups to provide the user access What skills and knowledge should you bring? - Minimum 8 years of experience in customer support or a customer-facing technical role (e.g., Technical Support, Customer Success, Professional Services) - Experience with delivering customer services, both frontline, second, and third tier levels, preferably within a SaaS B2B vendor environment - Expert-level proficiency in Windows, Mac, or Linux. - Network or Endpoint Security background required. - Excellent customer-facing abilities and strong problem-solving as well as troubleshooting skills. - Excellent written and verbal communication skills in English (other languages are a plus). - Demonstrated understanding of common customer service tools (Ticketing, Voice, Chat) and processes. - Independent, responsible, and result-driven team player. - AWS, GCP, or Azure experience is an advantage Advantages - 2 or 3+ years of customer support, technical support, system administration or related customer facing roles. - Open to work in different Shift timings - Excellent communication skills (verbal and written) - Expertise in the Windows as well as MacOS environment, troubleshooting and diagnosing low-level operating systems and network issues. - Passion for solving customer issues and advocating for their success in a fast paced, highly technical environment. - Ability to learn new technologies quickly. - Understanding of SLAs and ensure ticket closures within defined SLAs - Ability to work independently with little direct supervision and as a part of a team. - Google workspace user and group management - Hands on experience on IAM tool, preferably Okta - ITSM process knowledge and experience on tool like service now or JIRA service desk, Confluence - Mac/Win troubleshooting - Jumpcloud basics - Slack, Intune 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 along with competitive compensation. - Flexible working hours and hybrid/remote work model. - Flexible Time Off. - Flexible Paid Sick Days. - Global gender-neutral Parental Leave (16 weeks, beyond the leave provided by the local laws) - Generous employee stock plan in the form of RSUs (restricted stock units) - On top of RSUs, you can benefit from our attractive ESPP (employee stock purchase plan) - Gym membership/sports gears by Cultfit. - Wellness Coach app, with 3,000+ on-demand sessions, daily interactive classes, audiobooks, and unlimited private coaching. - Private medical insurance plan for you and your family. - Life Insurance covered by S1 (for employees) - Telemedical app consultation (Practo) - Global Employee Assistance Program (confidential counseling related to both personal and work life matters) - High-end MacBook or Windows laptop. - Home-office-setup allowances (one time) and maintenance allowance. - Internet allowances. - Provident Fund and Gratuity (as per govt clause) - NPS contribution (Employee contribution) - Half yearly bonus program depending on the individual and company performance. - Above standard referral bonus as per policy. - Udemy Business platform for Hard/Soft skills Training & Support for your further educational activities/trainings - Sodexo food coupons. 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.