What will you do
As a Staff Technical Support Engineer specializing in Windows environments, you'll be a key member of our Endpoint Security team. You'll serve as the final escalation point for complex issues related to SentinelOne agents deployed on Windows, working closely with frontline support, engineering, and product teams to ensure rapid resolution of critical customer problems.
Key Responsibilities:
- Provide advanced technical support for SentinelOne agents installed on Windows endpoints.
- Analyze logs, crash dumps, agent behavior, and OS-level events to diagnose and resolve complex technical problems.
- Collaborate with Level 1 & 2 support teams to effectively handle escalated customer cases.
- Replicate, document, and escalate bugs or product limitations to Engineering or Product Management teams.
- Assist in root cause analysis (RCA) and develop knowledge base (KB) articles and internal documentation.
- Participate in incident response activities and coordinate with InfoSec teams for threat investigation or containment.
- Use scripting (PowerShell, Python, etc.) to collect data or automate troubleshooting tasks.
- Stay updated on product changes, Windows OS internals, and emerging threat landscape trends.
- Provide feedback to improve agent stability, performance, and threat detection on Windows endpoints.
What skills and knowledge should you bring
- Strong hands-on experience with SentinelOne on Windows platforms.
- In-depth understanding of Windows internals, including services, drivers, registry, Event Viewer, WMI, and networking.
- Experience analyzing agent logs, forensic artifacts, and endpoint telemetry.
- Familiarity with EDR, AV, and endpoint hardening best practices.
- Proficient in PowerShell scripting and basic automation tasks.
- Knowledge of common malware behaviors, threat hunting, and attack mitigation techniques (MITRE ATT&CK framework is a plus).
- Strong communication and collaboration skills; able to work under pressure with minimal supervision.
- Experience using support tools like Splunk, Wireshark, Sysinternals.
Preferred Qualifications:
- Microsoft Certified: Cybersecurity Architect Expert
- Microsoft Certified: Security Operations Analyst Associate
- CompTIA CySA+ (Cybersecurity Analyst)
- Certified Ethical Hacker (CEH)
