Senior Technical Support Engineer- Windows & Identity Security

sentinellabs; United States; Remote; USD 26,000 - 35,000; Full time

Benefits offered by this job

Equity programs

Flexible time off with five weeks of 5

Wellness and sick leave

Parental leave

Insurance

Pension contributions

Home-office allowance

Meal and wellbeing allowances

Employee assistance program

Job summary

SentinelLabs seeks a senior enterprise support specialist to diagnose and resolve complex issues in Windows, identity, networking, and security environments. You will own cases end-to-end and communicate clearly with customers while collaborating with escalation teams to improve tools and knowledge.

Required are solid technical support experience, familiarity with Windows/macOS/Linux, networking basics, and strong troubleshooting.

Qualifications

• Experience in technical support or similar customer-facing role.
• Knowledge of Windows, macOS or Linux; networking and security basics.
• Strong analytical troubleshooting and documentation skills.
• Clear written and verbal communication; customer focus and collaboration.
• Ability to manage multiple active cases with urgency and quality.

Responsibilities

• Respond to customer issues through support channels meeting targets.
• Investigate product and environment problems via logs and reproduction steps.
• Own cases from initial diagnosis to resolution or escalation.
• Provide timely, professional updates and clear troubleshooting documentation.
• Collaborate with escalation teams on complex cases.
• Turn recurring issues into reusable guidance and provide feedback.

Skills

Technical support

Endpoint security

Windows

macOS/Linux

Networking

Security concepts

PowerShell

Python

Bash

Cloud/SaaS support

Education

Cybersecurity certifications

Job description

Role overview

This senior support role helps enterprise and public-sector customers diagnose and resolve complex technical issues, particularly in Windows, identity, networking, and security environments. The work spans customer case ownership, in-depth investigation, clear communication, and improving the knowledge and tools that help support teams solve recurring problems.

Responsibilities

• Respond to customer issues through support channels while meeting established response and resolution targets.
• Investigate product and environment problems, including analysis of crash dumps, logs, and reproduction steps.
• Own cases from initial diagnosis through resolution or a well-prepared escalation.
• Keep customers informed with timely, professional updates and document troubleshooting clearly.
• Work with specialized support and escalation teams on complex cases.
• Turn recurring issues into reusable guidance, and share feedback that could improve product usability or supportability.

Requirements

• Prior experience in technical support or another customer-facing technical role, ideally involving endpoint or enterprise security products.
• Working knowledge of Windows, macOS, or Linux, along with networking and basic security concepts.
• Strong analytical troubleshooting skills and the ability to investigate complex issues systematically.
• Clear written and verbal communication, customer focus, and effective collaboration.
• Ability to manage multiple active cases while maintaining urgency and quality.

Nice to have

• Scripting experience with PowerShell, Python, Bash, or a similar tool.
• Experience supporting endpoint or server environments, cloud services, or SaaS products.
• Cybersecurity education, certifications, or professional experience.

Benefits and work setup

The listed starting salary is €2,500 per month, with final base pay depending on skills and experience, plus a performance-based annual bonus.

• Equity programs
• Flexible time off alongside five weeks of standard paid leave
• Wellness and sick leave
• Parental leave
• Insurance
• Pension contributions
• A home-office allowance
• Meal and wellbeing allowances
• An employee assistance program