Staff Technical Support Engineer

Summary

Join SentinelOne's Endpoint Security team as a highly skilled Backline Support Engineer – SentinelOne (Windows) to manage and resolve complex escalations related to SentinelOne agents deployed on Windows environments. You will serve as the final escalation point, collaborating with frontline support, engineering, and product teams to ensure swift resolution of critical issues. Key responsibilities include providing advanced technical support, analyzing logs and system events to diagnose problems, collaborating with support teams, escalating bugs, assisting in root cause analysis, developing knowledge base articles, participating in incident response, using scripting to automate tasks, staying updated on product changes and threats, and providing feedback to improve agent performance. The ideal candidate possesses 8+ years of experience in a technical support or backline engineering role, preferably in endpoint security. A strong understanding of Windows internals and experience analyzing agent logs and endpoint telemetry are essential. Proficiency in PowerShell scripting and knowledge of malware behaviors are also required.

Requirements

• 8+ years in a technical support or backline engineering role, preferably in endpoint security or antivirus products
• Strong hands-on experience with SentinelOne on Windows platforms
• In-depth understanding of Windows internals, including services, drivers, registry, Event Viewer, WMI, and networking
• Experience analysing agent logs, forensic artifacts, and endpoint telemetry
• Familiarity with EDR, AV, and endpoint hardening best practices
• Proficient in PowerShell scripting and basic automation tasks
• Knowledge of common malware behaviours, threat hunting, and attack mitigation techniques (MITRE ATT&CK framework is a plus)
• Strong communication and collaboration skills; able to work under pressure with minimal supervision
• Experience using support tools like Splunk, Wireshark, Sysinternals

Responsibilities

• Provide advanced technical support for SentinelOne agents installed on Windows endpoints
• Analyse logs, crash dumps, agent behaviour, and OS-level events to diagnose and resolve complex technical problems
• Collaborate with Level 1 & 2 support teams to handle escalated customer cases
• Replicate, document, and escalate bugs or product limitations to Engineering or Product Management teams
• Assist in root cause analysis (RCA) and develop knowledge base (KB) articles and internal documentation
• Participate in incident response activities and coordinate with InfoSec teams for threat investigation or containment
• Use scripting (PowerShell, Python, etc.) to collect data or automate troubleshooting tasks
• Stay updated on product changes, Windows OS internals, and threat landscape trends
• Provide feedback to improve agent stability, performance, and threat detection on Windows endpoints

Preferred Qualifications

• Microsoft Certified: Cybersecurity Architect Expert
• Microsoft Certified: Security Operations Analyst Associate
• CompTIA CySA+ (Cybersecurity Analyst)
• Certified Ethical Hacker (CEH)

Benefits

• Employee stock purchase program and RSU
• Numerous company-sponsored events including regular happy hours and team-building events
• Flexible Time Off
• Flexible Paid Sick Days
• Global gender-neutral Parental Leave (16 weeks, beyond the leave provided by the local laws)
• 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
• LinkedIn Business platform for Hard/Soft skills Training & Support for your further educational activities/trainings
• Sodexo food coupons