Senior Pre-Sale Support Engineer

• As a Staff Pre-Sales Support Engineer, you will be tasked with joining the Pre-Sales Support Engineer Team (also known as the POC Support Team), a dedicated support unit designed to help SentinelOne win new business and secure high-value upsells by resolving technical roadblocks rapidly during the Proof of Concept (POC) phase
• You will own technical issues raised during POCs to drive the highest possible win rate, act as a primary technical partner for Sales and Account teams, and share knowledge that strengthens the broader support organization
• Owning technical issues raised during POCs, taking full responsibility for cases from customers and Account Teams directly and driving them to resolution to maximize win rate
• Validating that the information needed for effective investigation is available, and providing frequent, meaningful, and high-quality updates through tickets
• Acting with a sense of urgency to mitigate escalations, initiating handovers as needed to ensure follow-the-sun support coverage
• Acting as a Subject Matter Expert (SME) across various product stacks, providing guidance on best practices, troubleshooting, and jump-starting complex configurations (such as Cloud, Kubernetes, Identity, and Prompt Security)
• Serving as a primary technical partner for Sales Engineers (SEs) and Account Directors, offering a quick-escalation path and joining calls directly with prospects to keep high-value deals moving
• Working with all relevant internal stakeholders, including PM, Engineering, and third parties, to drive resolution
• Writing internal technical documentation, consulting on complex cases, and sharing hands-on product knowledge through the knowledge base to enable and upskill other support teams

Benefits

• Medical, dental, and vision coverage
• Employee assistance program
• Gym reimbursement
• Incentive-based challenges
• Mental health and mindfulness
• Unlimited Time Off
• Grandparent Leave
• Volunteer Time Off
• Paid Sick Time
• Paid Holidays
• 16 weeks Gender-Neutral Parental Leave
• Restricted Stock Unit Program
• Flexible Spending Accounts
• Life Insurance
• Short and Long Term Disability Insurance
• 401K
• Team building activities
• Celebrations and social gatherings
• Community volunteering events
• Global all hands and local town hall events

• A performance track record aligned to key metrics such as CSAT, time-to-resolution (TTR), percentage of escalations to manager, productivity, and Jira quality (≤5% unjustified)
• Effective time management and excellent execution skills, with the ability to drive multiple concurrent cases to resolution under pressure
• Excellent interpersonal skills, with a track record of collaborating across sales, engineering, product, and third-party stakeholders
• A demonstrated commitment to knowledge sharing, including contributions to internal knowledge bases and enablement of other teams
• Deep technical knowledge across products, operating systems, and cybersecurity, paired with an independent approach and strong resourcefulness