Sr. Pre-Sale Support Engineer at SentinelOne

Job description

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. *** Location requirement: Candidates must be based on the U.S. East Coast *** 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. What Will You Do? Primary responsibilities include: 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. What Skills and Knowledge Will You Bring? Ideal candidates will have: Deep technical knowledge across products, operating systems, and cybersecurity, paired with an independent approach and strong resourcefulness. 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 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). A demonstrated commitment to knowledge sharing, including contributions to internal knowledge bases and enablement of other teams. Why SentinelOne? AI is redefining how the world operates and rewriting the rules of security in real time, and SentinelOne was built for this moment. From day one, we architected an AI-native platform designed to operate at machine speed, not as an add-on to legacy systems but as the foundation itself. If you want to build where innovation and impact move together, this is that place. We invest in our Sentinels with comprehensive, competitive benefits designed to support you and your family: Equity & Rewards Restricted Stock Units (RSUs) Employee Stock Purchase Plan (ESPP) Time Off & Wellbeing Flexible time off Paid company holidays and paid sick time Gender-neutral parental leave Grandparent leave Insurance & Financial Security Medical, dental, and vision coverage 401(k) retirement plan with company match Life and disability insurance Health and dependent care FSA Voluntary benefits (hospital, accident, critical illness) Employee Assistance Program (EAP) ARAG pre-paid legal Nationwide pet insurance Cancer Care program Global business travel medical insurance Work Perks & Flexibility Home office allowance Mobile phone reimbursement Wellness & Lifestyle Wellness coach Wellness/gym reimbursement Fertility coverage Adoption & surrogacy reimbursement This U.S. role has a base pay range plus commissions that will vary based on the location of the candidate. The range posted here is the on-target earnings (OTE) for this position, inclusive of base salary and commissions. 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. On Target Earnings $92,800 — $120,000 USD 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.

Requirements

Must-haves

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.
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.
What Skills and Knowledge Will You Bring?
Deep technical knowledge across products, operating systems, and cybersecurity, paired with an independent approach and strong resourcefulness.
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 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).
A demonstrated commitment to knowledge sharing, including contributions to internal knowledge bases and enablement of other teams.
Why SentinelOne?
We invest in our Sentinels with comprehensive, competitive benefits designed to support you and your family:
Equity & Rewards
Restricted Stock Units (RSUs)
Employee Stock Purchase Plan (ESPP)
Time Off & Wellbeing
Flexible time off
Grandparent leave
Insurance & Financial Security
Life and disability insurance
Health and dependent care FSA
Voluntary benefits (hospital, accident, critical illness)

Nice-to-haves

None flagged.

Application prep

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Keywords to mirror

aikubernetesjira

Platform: greenhouse
Effort: quick

Benefits

Benefits detected in the listing.

Dental

Vision

401(K)

Parental Leave

Wellness