Staff Software Engineer (Endpoint Escalations, C++, Windows/Operating System Internals)

SentinelOne; New York (NY); On-site; USD 180,000 - 260,000; Full time

Benefits offered by this job

Medical coverage

EAP

Gym reimbursement

RSU program

401K

Life Insurance

Disability Insurance

Volunteer time off

Paid holidays

Parental leave

Town halls

Job summary

SentinelOne is seeking a Staff Software Engineer, Endpoint Escalations, to serve as the technical backbone for our most critical customer incidents involving the Windows EDR agent. You will diagnose complex failures at code and OS levels, communicate findings to senior stakeholders, and drive permanent fixes through collaboration with engineering, QA, support, and product teams.

The role requires deep Windows internals knowledge, strong C/C++ debugging skills, and exceptional customer

Qualifications

• 8+ years of hands-on technical experience handling complex customer escalations.
• Experience reading, debugging, and patching C/C++ code to resolve issues.
• Deep knowledge of Windows internals: kernel/user-mode boundary, drivers, processes, memory, file systems.

Responsibilities

• Serve as the technical backbone for critical customer incidents involving Windows endpoint agent.
• Diagnose complex failures at code and OS levels and communicate findings to customers and leadership.
• Lead root-cause analysis and drive permanent fixes with cross-functional teams.
• Build tooling and runbooks to accelerate future escalations and triage.
• Mentor teams on Windows internals and debugging practices.

Skills

C/C++ debugging

Windows internals

Customer escalations

Linux/macOS experience

Debugging methodology

Mentoring teams

Tools

WinDbg

Dump analysis

Endpoint backend

Job description

We19re 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
• As a Staff Software Engineer, Endpoint Escalations, you will be tasked with serving as the technical backbone for our most critical customer incidents involving our Windows EDR agent
• You will sit at the intersection of deep systems engineering and high-stakes customer communication, diagnosing complex, real-world failures at the code and OS-internals level, and representing SentinelOne engineering directly to customers, including senior technical and executive stakeholders, during active incidents
• Own and drive resolution of the most complex, escalated customer issues involving our Windows endpoint agent
• Perform deep root-cause analysis across the Windows stack and our own C++ codebase
• Read, debug, and if needed, modify or patch code to resolve or work around issues
• Act as the engineering primary technical point of contact during high-severity incidents, communicating status, findings, and remediation plans with clarity and composure
• Partner with engineering, QA, support, and product teams to translate escalation patterns into permanent fixes, and feed field learnings back into the product roadmap
• Build and maintain tooling and runbooks that make future escalations faster to triage and resolve
• Mentor support and engineering teams on Windows internals and debugging methodology to raise the bar on first-line triage

Benefits

• Medical, dental, and vision coverage
• Employee assistance program
• Gym reimbursement
• Incentive-based challenges
• Mental health and mindfulness
• Unlimited Time Off
• Grandparent Leave
• Volunteer Time Off
• Paid Sick Time
• Paid Holidays
• 16 weeks Gender-Neutral Parental Leave
• Restricted Stock Unit Program
• Flexible Spending Accounts
• Life Insurance
• Short and Long Term Disability Insurance
• 401K
• Team building activities
• Celebrations and social gatherings
• Community volunteering events
• Global all hands and local town hall events

Excellent verbal and written communication skills and experience working directly with customers and senior leadershipExcellent ability to debug and troubleshoot complex, ambiguous problems down to the code levelExperience with Linux and MacOS operating systems is a strong advantageExperience with security-oriented or endpoint protection software (EDR/XDR, AV, or similar) is a strong advantage8 or more years of hands-on technical experience handling complex customer escalations, with the ability to read and debug C/C++ codeExperience with Endpoint backend is an advantageDeep, hands-on knowledge of Windows internals: kernel/user-mode boundary, drivers, process/memory management, file system filters, networking stack, and Windows debugging tools (WinDbg, kernel/user dumps etc.)