Technical Support Engineer

📍 Job Overview

• Job Title: Technical Support Engineer
• Company: SentinelOne
• Location: Costa Rica
• Job Type: On-site
• Category: Customer Support & Services
• Date Posted: June 24, 2025
• Experience Level: Mid-level (2-5 years)

🚀 Role Summary

• Serve as the primary point of contact between SentinelOne customers and internal teams, providing exceptional support for our cutting-edge cybersecurity products.
• Leverage your strong network and security knowledge to troubleshoot and resolve complex customer issues efficiently.
• Collaborate with development teams to identify root causes, develop solutions, and contribute to our knowledge base.

📝 Enhancement Note: This role requires a balance of technical expertise and customer-focused communication skills. Candidates should be comfortable working in a dynamic, fast-paced environment and thrive on helping others overcome challenges.

💻 Primary Responsibilities

• Customer Support: Provide phone, email, and chat-based support to our growing customer base, ensuring high customer satisfaction through professional, proactive, and personal service.
• Case Management: Document case activities and interactions with clear and concise information, maintaining excellent records to facilitate issue resolution and future reference.
• Issue Resolution: Strive to resolve customer issues based on Service Level Agreements (SLAs), working closely with research and development teams to determine root cause and possible solutions.
• Knowledge Base Contribution: Contribute to our knowledge base by creating solution articles, how-to guides, and videos, ensuring our customers have access to comprehensive resources.
• Training Delivery: Leverage your training delivery experience (if any) to assist in customer onboarding and product training sessions.

📝 Enhancement Note: This role requires a strong problem-solving mindset, with a focus on creative troubleshooting and efficient issue resolution. Candidates should be comfortable working under pressure and prioritizing multiple cases simultaneously.

🎓 Skills & Qualifications

Education: A bachelor's degree in a technical field is required.

Experience: A minimum of two years of experience in customer support or a customer-facing technical role is essential. Familiarity with endpoint and server-based security solutions is desired.

Required Skills:

• Strong network and security knowledge
• Excellent written and verbal communication skills
• Proficiency in Windows, Mac, and Linux (mobile platforms a plus)
• Experience with cloud platforms (GCP, Azure, AWS, K8s)
• Ability to thrive in a dynamic, fast-paced environment
• Excellent problem-solving and troubleshooting skills

Preferred Skills:

• Experience with host-based security solutions
• Training delivery experience
• Familiarity with SentinelOne products

📝 Enhancement Note: Candidates with experience in the cybersecurity industry or relevant certifications (e.g., CompTIA Security+, Certified Information Systems Security Professional (CISSP)) may have an advantage in this role.

📊 Web Portfolio & Project Requirements (N/A)

This role does not require a web portfolio or project requirements, as it is not a web development or server administration position.

💵 Compensation & Benefits

Salary Range: The estimated salary range for this role in Costa Rica is ₡450,000 - ₡600,000 per month (approximately USD $7,500 - USD $10,000), based on market research and regional adjustments for mid-level customer support roles in the cybersecurity industry.

Benefits:

• Health Benefits
• Industry-Leading Gender-Neutral Parental Leave
• Paid Personal Time Off (PTO)
• Paid Company Holidays
• Paid Sick Time
• Employee Assistance Program
• Cell Phone Reimbursement
• Numerous Company-Sponsored Events Including Regular Happy Hours and Team Building Events

Working Hours: Full-time, with a standard workweek of 40 hours, including regular business hours and on-call rotations for after-hours support.

📝 Enhancement Note: Salary and benefits information is based on market research and regional adjustments for mid-level customer support roles in the cybersecurity industry. Actual compensation may vary based on individual qualifications and company policy.

🎯 Team & Company Context

🏢 Company Culture

Industry: SentinelOne is a leading cybersecurity company specializing in AI-powered, data-driven security solutions.

Company Size: SentinelOne is a mid-sized company with a growing team of cybersecurity experts dedicated to pushing the limits of what's possible in the industry.

Founded: SentinelOne was founded in 2020, with a mission to redefine cybersecurity by leveraging AI and data-driven innovation.

Team Structure:

• The Support team is responsible for handling customer cases and ensuring high customer satisfaction.
• The team works closely with Research & Development to identify root causes, develop solutions, and contribute to the knowledge base.
• The Support team is part of the broader Customer Success organization, which focuses on customer retention and growth.

Development Methodology:

• SentinelOne follows Agile methodologies, with a focus on continuous improvement and customer-driven development.
• The Support team uses a ticketing system to manage customer cases and track progress.
• Collaboration and knowledge sharing are encouraged, with regular team meetings and training sessions to ensure everyone is up-to-date with the latest developments and best practices.

Company Website: SentinelOne

📝 Enhancement Note: SentinelOne's company culture is characterized by its commitment to innovation, collaboration, and customer success. The company values diversity, inclusion, and work-life balance, providing employees with the resources and support they need to thrive in their roles.

📈 Career & Growth Analysis

Technical Support Engineer Role: This role is responsible for handling customer cases, troubleshooting issues, and contributing to the knowledge base. The ideal candidate will have strong technical skills, excellent communication abilities, and a customer-focused mindset.

Reporting Structure: The Technical Support Engineer reports directly to the Support Manager and works closely with the Research & Development team to resolve complex customer issues.

Technical Impact: The Technical Support Engineer plays a crucial role in ensuring high customer satisfaction and driving customer success. By resolving customer issues efficiently and contributing to the knowledge base, the Technical Support Engineer helps SentinelOne maintain its reputation as a leading cybersecurity company.

Growth Opportunities:

• Technical Growth: Develop your technical skills by working on complex customer issues and collaborating with the Research & Development team.
• Leadership Potential: Demonstrate strong performance and a commitment to customer success to progress into a team lead or management role within the Support organization.
• Product Expertise: Deepen your understanding of SentinelOne's products and become a go-to expert for customer support and training.

📝 Enhancement Note: SentinelOne offers numerous opportunities for technical growth and career progression within the Support organization. Candidates with a strong desire to learn, adapt, and excel in a dynamic environment will thrive in this role.

🌐 Work Environment

Office Type: SentinelOne's Costa Rica office is a modern, collaborative workspace designed to foster innovation and teamwork.

Office Location(s): The Costa Rica office is located in San José, with easy access to public transportation and nearby amenities.

Workspace Context:

• The Support team works in an open-plan office, with dedicated workstations and shared spaces for collaboration and team meetings.
• Each workstation is equipped with dual monitors, ensuring optimal productivity and comfort.
• The office provides a relaxed, casual dress code and a flexible work environment that encourages work-life balance.

Work Schedule: Full-time, with a standard workweek of 40 hours, including regular business hours and on-call rotations for after-hours support. The work schedule may vary based on business needs and customer demand.

📝 Enhancement Note: SentinelOne's work environment is designed to support the needs of its employees, with a focus on collaboration, innovation, and work-life balance. The company offers a flexible, supportive work environment that enables employees to thrive both personally and professionally.

📄 Application & Technical Interview Process

Interview Process:

1. Phone/Video Screen: A brief phone or video call to assess communication skills and cultural fit.
2. Technical Assessment: A hands-on assessment to evaluate your technical skills, problem-solving abilities, and understanding of SentinelOne's products.
3. Behavioral Interview: A conversation-focused interview to discuss your approach to customer support, problem-solving, and teamwork.
4. Final Interview: A meeting with the Support Manager to discuss your career goals, expectations, and fit within the team.

Portfolio Review Tips: (N/A)

Technical Challenge Preparation:

• Brush up on your networking and security knowledge, focusing on troubleshooting and issue resolution.
• Familiarize yourself with SentinelOne's products and customer support best practices.
• Prepare for a hands-on assessment that simulates real-world customer support scenarios.

ATS Keywords: (N/A)

📝 Enhancement Note: SentinelOne's interview process is designed to evaluate your technical skills, problem-solving abilities, and cultural fit within the Support organization. Candidates should be prepared to discuss their approach to customer support, troubleshooting, and teamwork in a dynamic, fast-paced environment.

🛠 Technology Stack & Web Infrastructure (N/A)

This role does not require a specific technology stack or web infrastructure knowledge, as it is not a web development or server administration position.

👥 Team Culture & Values

Customer Support Values:

• Customer Focus: Put customers first in everything you do, ensuring their satisfaction and success.
• Professionalism: Maintain a high standard of professionalism in all customer interactions, representing SentinelOne with integrity and respect.
• Collaboration: Work closely with internal teams to resolve customer issues efficiently and effectively.
• Continuous Learning: Stay up-to-date with the latest developments in cybersecurity and SentinelOne's products to provide accurate and relevant support to customers.

Collaboration Style:

• The Support team works closely together to resolve customer issues, with a focus on knowledge sharing and collective problem-solving.
• The team maintains open lines of communication with Research & Development to ensure customer feedback is incorporated into product development and improvement.
• A culture of continuous learning and improvement is encouraged, with regular training sessions and team-building activities to foster a positive and supportive work environment.

📝 Enhancement Note: SentinelOne's customer support culture is characterized by its commitment to customer success, professionalism, and collaboration. The Support team works closely together to resolve customer issues efficiently and effectively, with a focus on knowledge sharing and continuous learning.

⚡ Challenges & Growth Opportunities

Technical Challenges:

• Troubleshooting complex customer issues across various platforms and environments.
• Identifying root causes and developing solutions in a dynamic, fast-paced environment.
• Maintaining high customer satisfaction while working under pressure and managing multiple cases simultaneously.

Learning & Development Opportunities:

• Develop your technical skills by working on complex customer issues and collaborating with the Research & Development team.
• Expand your knowledge of SentinelOne's products and cybersecurity best practices through regular training sessions and industry events.
• Contribute to the knowledge base by creating solution articles, how-to guides, and videos, ensuring our customers have access to comprehensive resources.

📝 Enhancement Note: SentinelOne offers numerous opportunities for technical growth and career progression within the Support organization. Candidates with a strong desire to learn, adapt, and excel in a dynamic environment will thrive in this role.

💡 Interview Preparation

Technical Questions:

• Describe your approach to troubleshooting complex customer issues and identifying root causes.
• How do you prioritize and manage multiple customer cases simultaneously while maintaining high customer satisfaction?
• Can you walk us through a time when you had to learn a new technology or tool to resolve a customer issue? How did you approach this challenge, and what was the outcome?

Company & Culture Questions:

• How do you maintain a high standard of professionalism and customer focus in a dynamic, fast-paced environment?
• Describe your experience with cloud platforms (GCP, Azure, AWS, K8s) and how you have leveraged them to support customers.
• How do you contribute to a culture of continuous learning and improvement within a team?

Portfolio Presentation Strategy: (N/A)

📝 Enhancement Note: SentinelOne's interview process is designed to evaluate your technical skills, problem-solving abilities, and cultural fit within the Support organization. Candidates should be prepared to discuss their approach to customer support, troubleshooting, and teamwork in a dynamic, fast-paced environment.

📌 Application Steps

To apply for this Technical Support Engineer position at SentinelOne:

1. Submit your application through the application link provided in the job listing.
2. Prepare for a phone or video screen to assess your communication skills and cultural fit.
3. Brush up on your networking and security knowledge, focusing on troubleshooting and issue resolution.
4. Familiarize yourself with SentinelOne's products and customer support best practices.
5. Prepare for a hands-on assessment that simulates real-world customer support scenarios.
6. Research SentinelOne's company culture, values, and mission to ensure a strong cultural fit.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and cybersecurity industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.