Enterprise Pre-Sales Support Engineer — AI Security

Sentinelone Inc.; City of Melbourne; On-site; AUD 110,000 - 170,000; Full time

Benefits offered by this job

RSUs

ESPP

Competitive leave

Parental leave

Medical benefits

EAP

Global home office allowance

Internet and mobile allowance

Flexible benefits allowance

Job summary

SentinelOne is seeking a passionate Pre-Sale Support Engineer to join our Technical Support team. You will be the main interface between customers, field engineers, and development, handling cases across Windows, Mac, and Linux.

You will build tools to speed up support, define procedures, and collaborate with product teams to advocate for customers while helping the organization achieve its goals.

Qualifications

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• Experience in customer support or a customer-facing technical role (8+ years).
• Experience delivering customer services across frontline, second, and third tier levels in SaaS/B2B environments.
• Proficiency with Windows, Mac, or Linux.
• Strong written and verbal English communication skills.

Responsibilities

• Provide grade-A support for enterprise customers in the APJ region.
• Define, build, and implement tools to improve support speed and quality.
• Assist with design and rollout of new support channels and service offerings.
• Develop and maintain standard operating procedures for common situations.
• Analyze support workflows and suggest efficiency improvements.
• Collaborate with product teams, acting as the customers' advocate.
• Work with managers to help customer service meet company goals.

Skills

Windows OS

Mac OS

Linux OS

Network security

Customer service tools

English communication

SaaS/B2B experience

Cloud platforms (AWS/GCP/Azure)

Education

Bachelor's degree in CS/IT

Tools

Ticketing systems

Voice/Chat support tools

Cloud platform familiarity

Job description

SentinelOne is seeking a passionate Pre-Sale Support Engineer to join our Technical Support team. You will be the main interface between customers, field engineers, and development, handling cases across Windows, Mac, and Linux.

You will build tools to speed up support, define procedures, and collaborate with product teams to advocate for customers while helping the organization achieve its goals.