Senior Technical Support Engineer - Windows and Identity Security
SentinelOne - Czech Republic
- Location
- Prague, Czechia · Czech Republic
- Department
- IT
- Seniority
- Senior
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.
As a Senior Technical Support Engineer - Windows & Identity Security, you will be tasked with providing responsive, high-quality technical assistance to enterprise and public sector customers across our growing global customer base, by investigating and resolving technical issues primarily across Windows, Identity, networking, and security environments. Your role will be about more than just responding to tickets: successful Support Engineers at SentinelOne combine technical curiosity, disciplined troubleshooting, customer empathy, and a desire to continuously increase what can be solved at the frontline (e.g. by contributing to the collective knowledge of the Support organization, improving documentation and identifying repeatable solutions).
What Will You Do?
Primary responsibilities include:
- Provide customer support (through phone, email, chat, and other Support channels) that meets the established response and resolution service levels.
- Troubleshoot deep technical issues across SentinelOne products and supported operating environments (including investigating crash dumps).
- Own customer cases from initial investigation through resolution or appropriate escalation.
- Communicate clearly, proactively, and professionally throughout the customer experience.
- Gather the technical information, logs, reproduction steps, and environmental context required to diagnose issues effectively, and apply existing knowledge, documentation, diagnostics, and tooling before escalating issues.
- Document troubleshooting activity and customer interactions clearly and consistently.
- Collaborate with other specialized support engineers and escalation specialists on complex technical problems.
- Identify recurring issues and contribute to knowledge articles, troubleshooting guides, videos, and other reusable resources.
- Provide structured feedback when product usability or supportability improvements could reduce customer effort.
- Continuously expand your technical knowledge of SentinelOne products, operating systems, cybersecurity, and troubleshooting methodologies.
What Skills and Knowledge Will You Bring?
Ideal candidates will have:
- Previous technical support or customer-facing technical experience on endpoint security or enterprise security products.
- Working knowledge of Windows, macOS, and/or Linux, and understanding of networking and basic security concepts.
- Customer focus, a desire to solve technical problems, the ability to manage multiple customer issues while maintaining quality and urgency, and comfort working in a fast-moving technical environment.
- Proven analytical, troubleshooting, and problem-solving skills, and the ability to systematically investigate complex technical issues (including crash dumps) and clearly document findings.
- Excellent written and verbal communication, collaboration skills, and willingness to learn from others.
- Scripting experience with PowerShell, Python, Bash, or a similar tool is an advantage.
- Experience troubleshooting endpoint or server environments is an advantage.
- Familiarity with cloud platforms or SaaS technologies is an advantage.
- Cybersecurity education, certifications, or professional experience is an advantage.
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)
- Performance-based bonus
Time Off & Wellbeing
- Flexible time off, on top of the standard 5 weeks PTO
- Paid company wellness days and fully paid short-term sick/nursing leave
- Gender-neutral parental leave
Insurance & Financial Security
- Private medical care benefit
- Life and disability insurance
- Pension Insurance contribution
- Global business travel medical insurance
- Employee Assistance Program (EAP)
Work Perks & Flexibility
- Global home office allowance
- Meal allowance
- Hybrid work in Prague (Karlin), Brno (Clubco) or remote in CZ/SK. Only Prague-based employees are required to work from the office at least 2 days/week.
Wellness & Lifestyle
- Wellbeing allowance
- MultiSport benefit program
- Wellness Coach app