About Us:
SentinelOne is defining the future of cybersecurity through our XDR platform that automatically prevents, detects, and responds to threats in real-time. Singularity XDR ingests data and leverages our patented AI models to deliver autonomous protection. With SentinelOne, organizations gain full transparency into everything happening across the network at machine speed to defeat every attack, at every stage of the threat lifecycle.
We are a values-driven team where names are known, results are rewarded, and friendships are formed. Trust, accountability, relentlessness, ingenuity, and OneSentinel define the pillars of our collaborative and unified global culture. We're looking for people that will drive team success and collaboration across SentinelOne. If you're enthusiastic about innovative approaches to problem-solving, we would love to speak with you about joining our team!
What are we looking for
Passionate about supporting customers and creating an engaging experience SentinelOne is growing its Customer Success team and looking for a technical expert to support our Community and Customer Success initiatives.
Our CX Engineers provide support and guidance to customers through a variety of mediums (S1 Customer Community, Reddit, etc.) all focused on creating an engaging experience. In this role you will utilize your technical expertise to address customer questions, develop content to enable customers to better utilize the product, host webinars to guide new customers with onboarding, and more. In addition, you will also act as a valuable resource to our Customer Success team, supporting them and their customers with technical questions and guidance.
We are seeking an individual enthusiastic about customer enablement, eager to ensure their customer voice is heard, and capable of building strong relationships inside and outside of the organization. You must be organized, possess exceptional communication skills, able to work cross-functionally, and keep up-to-date on all industry news.
If this is you, and you want to be part of a next-gen growing technology in a company with a fantastic culture, we would love your help making our Customers successful!
What will you do
Ensure that SentinelOne is portrayed in a positive, authentic way as an ethical provider of reliable, effective and scalable security solutions
Support customer questions and requests in our Community and other channels
Be a strong moderator by either responding directly to or sourcing the appropriate internal point of contact to address customer inquiries requests within our community groups
Act as a technical resource supporting CSMs with customer inquiries and requests
Assist with escalation requests and utilize your technical expertise to solve customer challenges
Present webinars and learning sessions to improve customer experience
Develop content, materials, and posts to drive utilization and engagement with our customers
Create scripts utilizing APIs and other methods to support customer requirements
Stay up-to-date with the latest industry trends/content/topics surrounding S1, cybersecurity, and endpoint management
Implement operational strategies that are designed to increase engagement and quantity of members within the community
Utilize data to showcase impact and value of efforts across the team
Represent and advocate Customer needs/issues cross-departmentally.
Continuously improve methodologies, deliverables and process to create an unparalleled Customer Experience
What experience and skills you should bring
Possess a Customer-centric approach, you enjoy working with Customers and supporting them in their experience
At least 4 - 6 years prior experience in related roles technical support, training, professional services, etc.
Experience supporting Community environments or engaging with customers virtually
Knowledge of security technologies, architecture and operations and experience in advising customers on best practices
Knowledge of threat handling, incident response and SOC operations
Experience with data analysis and reporting
Proficient in Windows, MacOS and Linux operating systems
Thrives in a multitasking environment and can adjust priorities on-the-fly
Mandarin speaker needed to interact with customers in the region
What will separate you from other candidates
Experience with host base (endpoint agent) security solutions is preferred
Training and enablement services delivery experience
REST API scripting proficiency
Exposure to Kubernetes/K8
SentinelOne is proud to be an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.
SentinelOne participates in the E-Verify Program for all U.S. based roles.
