Senior Pre-Sales Support Engineer - Enterprise Security

Sentinelone Inc.; Wollongong City Council; On-site; AUD 120,000 - 180,000; Full time

Benefits offered by this job

Restricted RSUs

Employee Stock Purchase Plan (ESPP)

Medical and insurance benefits

Global home office allowance

Job summary

SentinelOne is seeking a highly capable Pre-Sale Support Engineer to join our rapidly growing Technical Support organization. You will be the key interface between customers, field engineers, and development, handling cases on Windows, Mac, and Linux.

Ideal candidates bring a minimum of 8 years in customer-facing technical roles, strong English communication, and a security-focused background. This role supports the APJ region and offers growth within a world-class cybersecurity company.

Qualifications

• Bachelor's degree in Computer Science, Information Technology, or a related field with a minimum 8 years of experience in customer support or a customer-facing technical role (e.g., Technical Support, Customer Success, Professional Services)
• Experience with delivering customer services, both frontline, second, and third tier levels, preferably within a SaaS B2B vendor environment
• Expert-level proficiency in Windows, Mac, or Linux
• Network or Endpoint Security background required
• Excellent customer-facing abilities and strong problem-solving as well as troubleshooting skills
• Excellent written and verbal communication skills in English
• Demonstrated understanding of common customer service tools (Ticketing, Voice, Chat) and processes
• Independent, responsible, and result-driven team player
• AWS, GCP, or Azure experience is an advantage

Responsibilities

• Provide grade-A support for enterprise customers in the APJ region.
• Define, build, and implement tools to improve 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 give input into product changes pertaining to customer service while acting as the customers' advocate.
• Collaborate with managers to help customer service deliver on company goals and objectives

Skills

English communication

Customer-facing

Problem solving

Independent

SaaS support

Windows/Mac/Linux proficiency

Education

Bachelor's degree in Computer Science or related field

Tools

Ticketing systems

Chat platforms

Voice support tools

Endpoint security tools

Job description

SentinelOne is seeking a highly capable Pre-Sale Support Engineer to join our rapidly growing Technical Support organization. You will be the key interface between customers, field engineers, and development, handling cases on Windows, Mac, and Linux.

Ideal candidates bring a minimum of 8 years in customer-facing technical roles, strong English communication, and a security-focused background. This role supports the APJ region and offers growth within a world-class cybersecurity company.