Staff Pre-Sale Support Engineer

Sentinelone Inc.; North Lismore; Remote; AUD 110,000 - 160,000; Full time

Benefits offered by this job

Restricted Stock Units (RSUs)

Employee Stock Purchase Plan (ESPP)

Competitive leave benefits

Gender-neutral parental leave

Medical and insurance benefits

Employee Assistance Program (EAP)

Global home office allowance

Internet and mobile phone allowance

Flexible benefits allowance

Job summary

SentinelOne seeks a Pre-Sale Support Engineer to join our Technical Support team. You will serve as the primary interface between customers, field engineers, and development, handling cases across Windows, Mac, and Linux.

You’ll define tools to boost support speed and quality, help design new channels and offerings, and craft SOPs to sustain consistency. A strong SaaS background and English communication are essential for success.

Qualifications

• Bachelor's degree in CS/IT or related field and 8+ years in customer support or a customer-facing technical role.
• Experience delivering SaaS customer services across frontline, second, and third tier levels.
• Expert-level proficiency in Windows, Mac or Linux and a security mindset.

Responsibilities

• Be the key interface between customers, field engineers and development for APJ.
• Provide grade-A support for enterprise customers and improve support processes.
• Design and rollout new support channels and service offerings.
• Develop and maintain standard operating procedures for common situations.
• Analyze workflows and suggest efficiency improvements.
• Collaborate with product teams and act as customer advocate.
• Coordinate with managers to deliver on company goals.

Skills

Windows/mac/linux proficiency

SaaS customer support

Customer-facing role

English communication

Troubleshooting

Problem solving

Security knowledge

Cloud experience (AWS/GCP/Azure)

Education

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

Tools

Ticketing systems

Chat tools

Voice systems

Job description

Job 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.

SentinelOne is seeking a passionate and dedicated Pre-Sale Support Engineer to join our rapidly growing Technical Support organization. This person will be the key interface between our customers, field engineers, and development, and handle customer cases on a variety of platforms, including Windows, Mac, and Linux.

What will you do?

Primary responsibilities include:

• 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 give input into product changes pertaining to the customer service department whilst acting as the customers' advocate.
• Working closely with the managers in the organization and other senior management to help customer service deliver on their components of overall company goals and objectives

What skills and knowledge should you bring?

Ideal candidates will have:

• 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

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

• Competitive leave benefits
• Gender-neutral parental leave

Insurance & Financial Security

• Medical and insurance benefits
• Employee Assistance Program (EAP)

Work Perks & Flexibility

• Global home office allowance
• Internet and mobile phone allowance
• Flexible benefits allowance