Senior Technical Support Engineer windows

What are we looking for

We are seeking a highly skilled and motivated Support Engineer SentinelOne to join our Endpoint Security team.

What will you do

Key Responsibilities:

• A SentinelOne Support Engineer with 4 years of experience would typically be responsible for:
• Advanced Troubleshooting:Diagnosing and resolving complex technical issues related to the SentinelOne agent and management console for endpoints. This includes analysing logs crash dumps and system behaviour to identify root causes.
• Customer Support:Providing timely and professional support to customers via zoom email and a ticketing system. This role involves managing multiple cases simultaneously prioritizing based on urgency and impact.
• Collaboration:Working closely with frontline support team members backline and engineering teams to escalate issues report bugs and provide valuable customer feedback for product improvements.
• Knowledge Management:Contributing to and maintaining the internal knowledge base by creating documentation solutions and best-practice guides for common issues.
• Root Cause Analysis:Performing in-depth analysis to determine the underlying cause of issues and developing strategies to prevent future occurrences.
• Incident Response:Participating in incident response activities and coordinating with InfoSec teams to investigate threats and security incidents.
• Scripting and Automation:Using scripting languages such asPowerShell to collect data automate troubleshooting tasks and develop tools that improve support efficiency.

What skills and knowledge should you bring

• To be a successful candidate for this role you should have:
• Experience:A minimum of4 yearsin a technical support should be in the cybersecurity endpoint security or antivirus industry.
• Microsoft Windows Expertise:An in-depth understanding ofWindows internals including services drivers the registry Event Viewer and networking concepts like DNS and VPN. This is crucial for diagnosing and resolving SentinelOne-specific issues.
• Cybersecurity Knowledge:Strong knowledge of Endpoint Detection and Response (EDR) antivirus (AV) and endpoint hardening best practices. Familiarity with common malware behaviours and frameworks like the MITRE ATT&CK framework is a significant plus.
• Problem-Solving Skills:Excellent analytical and problem-solving skills with the ability to think logically under pressure.
• Communication:Exceptional written and verbal communication skills with the ability to explain complex technical concepts to both technical and non-technical audiences.
• Tools and Technologies:Hands-on experience with troubleshooting tools like Wireshark and Sysinternals. Experience with ticketing systems like Salesforce or Jira is also expected.

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

Required Experience:

Senior IC