Base: not specified; bonus/equity: annual bonus (p...
On-site
5+ years technical support experience
Deep knowledge of cloud infrastructure
Coding and scripting skills required
SentinelOne is seeking a Staff Escalation Manager to lead and coordinate complex customer escalations, ensuring timely and high-quality technical support as they scale their Generative AI security platform. The ideal candidate will have a robust technical background, particularly in SaaS and security, along with strong communication skills and a customer-focused approach
Job Summary
The role focuses on leading and coordinating complex customer escalations while ensuring timely resolution for the Generative AI security platform.
Candidates will deflect Jira tickets by providing solutions and training to the support team while validating priorities before engaging development.
SentinelOne offers comprehensive benefits including study funds contributing 7.5% over base salary, RSUs with a 4-year vesting schedule, and 20 weeks of paid parental leave.
Matching Summary
Match Score: 85
SentinelOne is seeking a Staff Escalation Manager to lead and coordinate complex customer escalations, ensuring timely and high-quality technical support as they scale their Generative AI security platform. The ideal candidate will have a robust technical background, particularly in SaaS and security, along with strong communication skills and a customer-focused approach.
Salary
Base: Not specified; Bonus/Equity: Annual bonus (performance-based) + RSUs (4-year vesting); Benefits: Study funds (7.5%), pension, medical insurance, meal allowance
Skills & Requirements
Must-have
5+ years technical support experience
Deep knowledge of cloud infrastructure
Coding and scripting skills required
Strong troubleshooting methodology
Enterprise SaaS platform expertise
Nice-to-have
Hands-on Kubernetes experience
AI/ML concepts fluency
Major cloud platforms AWS/GCP/Azure
API testing and troubleshooting
Support ticketing systems Zendesk/SFDC
Key Requirements
5+ years in technical support for SaaS or security products
Experience building support processes from the ground up
Authoritative and assertive approach to stakeholder management