Manager, Technical Support

As a Manager, Technical Support  you will  Join our Global Technical Support organization.  You will report to the Senior Manager of Support and Services and lead a team of Technical Support Engineers across the APJ region.

What Will You Do?

Primary responsibilities include:

• Ensure excellent customer service is provided through all channels 
• Reduce customer effort by optimizing troubleshooting iterations, promoting supportability enhancements, and acting with the voice of the customer
• Own escalations, engage customers directly, and follow up until mitigation/resolution
• Monitor quality KPIs to address concerns quickly and effectively
• Manage resources efficiently to deliver all assignments, especially resiliency, and ability to support all assigned products
• Mentoring and coaching of managers and engineers
• Conduct weekly 1×1 meetings with direct reporters and skip-level meetings with individual contributors in the group
• Recruit and promote talents
• Collaborate with HRBP/People Organization to manage career path, maintain employees’ well-being, and recognize outperformers
• Ensure knowledge & skills gaps are addressed in a timely manner
• Promote initiatives to improve performance at all levels
• Drive continuous improvement through debriefs and enrichment activities
• Ensure Performance Improvement Plans are set and executed with low performers
• Demonstrate a can-do approach and assist colleagues from different teams/organizations

What Skills and Knowledge Will You Bring?

Ideal candidates will have:

• Bachelor’s degree with at least 5-8 years of experience in a customer-facing role and at least 3 years of experience in managing Technical Support teams
• Experience with Call Center technology, including ACD, workforce management, agent productivity tools, and quality management tools 
• Excellent verbal and written communication in English
• Innovative approach, strong self-awareness
• Network or Endpoint Security background 
• Knowledge of cybersecurity & vulnerabilities
• Experienced with cloud technologies
• Experience on  Linux & Mac skill
• Must be experienced and comfortable working in a fast-paced entrepreneurial environment and able to deal well with change and ambiguity
• Experience with support tools including ticketing and knowledge management
• Exceptional analytical, strategic, and problem-solving skills
• Candidates who are based in Bangalore would be highly preferred.

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 allowance
• LinkedIn Learning license
• Social Connect program
• Food allowance (Bangalore office)
• Meal vouchers (Sodexo)

Wellness & Lifestyle

• Health & wellness benefit