Sr. Pre-Sale Support Engineer

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