Pre-Sale Support Engineer — APJ with Global Impact

Sentinelone Inc.; Canberra; On-site; AUD 110,000 - 150,000; Full time

Benefits offered by this job

RSUs

ESPP

Competitive leave

Parental leave

Medical benefits

EAP

Global home office allowance

Internet and mobile phone allowance

Flexible benefits allowance

Job summary

SentinelOne in Canberra, Australia seeks an experienced Pre-Sale Support Engineer to be the key interface between customers, field engineers, and development, handling cases on Windows, Mac and Linux.

You will leverage your SaaS B2B background, strong English communication, and security knowledge to design support tools, improve processes, and advocate for customers. Join a global AI‑security company delivering real-time protection with equity and flexible benefits.

Qualifications

• Bachelor's degree in Computer Science, Information Technology, or related field with 8+ years in customer-facing technical roles.
• Experience delivering customer services across frontline, second, and third tier in a SaaS B2B vendor.
• Expert-level proficiency in Windows, Mac, or Linux.
• Network or Endpoint Security background.
• Excellent customer-facing abilities and strong problem-solving skills.
• Excellent written and verbal communication in English.
• Demonstrated understanding of common customer service tools (Ticketing, Voice, Chat).
• AWS, GCP, or Azure experience is an advantage.

Responsibilities

• Provide grade-A support for our enterprise customers base in the APJ region.
• Define, build, and implement tools to improve the speed and quality of support.
• Assist with the design and rollout of new support channels and service offerings.
• Develop and maintain standard operating procedures for common situations.
• Analyze support workflows and make suggestions to improve efficiency and effectiveness.
• Work closely with product teams to understand and input into product changes pertaining to customer service and advocate for customers.
• Collaborate with managers and senior leadership to help customer service deliver on company goals.

Skills

Windows/Mac/Linux proficiency

SaaS B2B support experience

Customer-facing communication

Security / Endpoint security

English communication

Ticketing, Voice & Chat tools

Cloud platform familiarity (AWS/GCP/AZ

Independent, team player

Education

Bachelor's degree in Computer Science/IT or related field

Tools

Ticketing systems

Voice platforms

Chat tools

Job description

SentinelOne in Canberra, Australia seeks an experienced Pre-Sale Support Engineer to be the key interface between customers, field engineers, and development, handling cases on Windows, Mac and Linux.

You will leverage your SaaS B2B background, strong English communication, and security knowledge to design support tools, improve processes, and advocate for customers. Join a global AI‑security company delivering real-time protection with equity and flexible benefits.