At SentinelOne, we’re redefining cybersecurity by pushing the limits of what’s possible—leveraging AI-powered, data-driven innovation to stay ahead of tomorrow’s threats.
From building industry-leading products to cultivating an exceptional company culture, our core values guide everything we do. We’re looking for passionate individuals who thrive in collaborative environments and are eager to drive impact. If you’re excited about solving complex challenges in bold, innovative ways, we’d love to connect with you.
What are we looking for?
We’re seeking an Escalation Manager to join our Global Support Services organization. You will serve as the Subject Matter Expert for your product, acting as the primary point of contact for all escalations directed to the Engineering teams. We are seeking a highly collaborative, approachable, and customer-focused individual who can effectively validate priorities and maintain clear, consistent communication.
(This role is primarily focused on the Windows OS product, but you will occasionally provide backup to the other escalation managers.)
What will you do?The bulk of your time will be spent deflecting Jira tickets by providing solutions, KBs, and 1-on-1 training directly to the Support team. You will validate priority, review, and manage Jira tickets before engaging Development.
You will also perform trend analysis to identify top product defects and collaborate with the Documentation, Learning and Development (L&D), and Product Management teams to create and update knowledge. Code review may also be applicable, and suggestions for code improvements shared with engineering and Product Management.
For customer escalations, you will help engage the relevant stakeholders in internal and customer-facing conversations, and may lead those conversations from a technical perspective.
Key Responsibilities- Develop key contacts and relationships with assigned product PM/Dev leadership.
- Drive product supportability with PM/Development.
- Share support knowledge through available channels (KB, training, videos etc.).
- Trend analysis: Identify and track top impacting issues or product defects.
- Manage communication and response to Backline Support (Jira).
- Act as SME and be the focal point for assigned products.
- Research the code to expedite the investigation.
- Resolve Defects when possible.
- Quality Assessment for Support Jira tickets.
- Prioritize Jiras based on customer and support qualifications.
- Work to eliminate duplication.
- Deflect Jira tickets (Provide solution whenever possible).
- Validate severity.
- Maintain clarity and quality.
- Prioritize and maintain escalations to Dev.
- Create/maintain hot escalation board and review with relevant stakeholders.
- Create/Maintain support Defects Kanban.
- Communication - oversee response/information requests from Dev.
You must be a top-tier Subject Matter Expert with deep troubleshooting skills and the ability to guide Engineering's investigation. Excellent communication is required to clarify information between Support and Development and manage stakeholder expectations. The ability to research the codebase to expedite investigations and resolve bugs when bandwidth allows is a significant advantage.
As this is focused on the Windows SentinelOne agent, a deep understanding of the operating system and troubleshooting tools is required:
- C++ (Rust and Python are also helpful)
- WinDbg and memory dump analysis
- Process Monitor
- Windows Performance Analyzer
- Authoritative and assertive approach
- Deep technical knowledge (Products, OS, Cloud, SIEM, Enterprise Security)
- Coding and scripting skills
You will be joining a cutting-edge company, where you will tackle extraordinary challenges and work with the very best in the industry.
- Medical, Vision, Dental, 401(k), Commuter, Health and Dependent FSA
- Unlimited PTO
- Flexible Work Shifts Required (including weekends and holidays)
- Paid Company Holidays
- Paid Sick Time
- Gym membership reimbursement
- Cell phone reimbursement
- Numerous company-sponsored events including regular happy hours and team building events
This U.S. role has a base pay range that will vary based on the location of the candidate. For some locations, a different pay range may apply. If so, this range will be provided to you during the recruiting process. You can also reach out to the recruiter with any questions.
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.
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What We Do
SentinelOne is a leading provider of autonomous security solutions for endpoint, cloud, and identity environments. Founded in 2013 by a team of cybersecurity and defense experts, SentinelOne revolutionized endpoint protection with a new, AI-powered approach. Our platform unifies prevention, detection, response, remediation, and forensics in a single, easy-to-use solution.
Our endpoint security product is designed to protect your organization's endpoints from known and unknown threats, including malware, ransomware, and APTs. It uses artificial intelligence to continuously learn and adapt to new threats, providing real-time protection and automated response capabilities.
SentinelOne's approach to security is designed to help organizations secure their assets with speed and simplicity. We provide the ability to detect malicious behavior across multiple vectors, rapidly eliminate threats with fully-automated integrated response, and adapt their defenses against the most advanced cyberattacks.
We are recognized by Gartner in the Endpoint Protection Magic Quadrant as a Leader and have enterprise customers worldwide. Our customers include some of the world's largest companies in various industries such as finance, healthcare, government, and more.
At SentinelOne, we understand that cybersecurity is a constantly evolving field and that the threats facing organizations are becoming increasingly sophisticated. That's why we are committed to staying at the forefront of technology and innovation and providing our customers with the best protection against cyber threats.
We offer our customers a wide range of services, including threat hunting, incident response, and incident management. Our team of experts is available to assist you 24/7 and can help you respond to and manage cyber incidents quickly and effectively.
To learn more about our products and services, please visit our website at www.sentinelone.com or contact us to schedule a demo
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