Staff Escalation Manager - Sentinellabs

Develop key contacts and relationships with assigned product PM/Dev leadership. Drive product supportability with PM/Development. Share support knowledge through available channels (KB, training, videos etc.). Trend analysis: Identify and track top impacting issues or product defects. Manage communication and response to Backline Support (Jira). Act as SME and be the focal point for assigned products. Research the code to expedite the investigation. Resolve Defects when possible. Quality Assessment for Support Jira tickets. Prioritize Jiras based on customer and support qualifications. Work to eliminate duplication. Deflect Jira tickets (Provide solution whenever possible). Validate severity. Maintain clarity and quality. Prioritize and maintain escalations to Dev. Create/maintain hot escalation board and review with relevant stakeholders. Create/Maintain support Defects Kanban. Communication - oversee response/information requests from Dev. 5+ years of experience in technical support for SaaS or security products, preferably in enterprise environments Authoritative and assertive approach Deep technical knowledge (Products, OS, Cloud, SIEM, Enterprise Security) Coding and scripting skills Strong troubleshooting methodology and ability to diagnose complex technical issues systematically Self-starter mentality with experience building support processes from the ground up Excellent communication is required to clarify information between Support and Development and manage stakeholder expectations. Study Funds - SentinelOne contributes 7.5% over your base salary (no tax ceiling is applied), and employees contribute 2.5% of their base salary Pension fund - SentinelOne contributes to your pension fund according to local law. Pension contribution may vary based on the selected plan. RSUs - 4 years vesting with 1-year cliff and then quarterly. Annual bonus (depending on the performance of the company) paid out in 2 cycles Employee Stock Purchase Plan - The plan enables employees to purchase SentinelOne stocks at discounted prices vs. market value. (the plan is subject to local taxation) Company time off and holidays Private medical insurance Meal allowance Home o ffice allowance Hybrid work model- The possibility of working both from the office and working from home Parental Leave - Embracing a new child into the family is a unique moment for everyone! In support of that, we offer 20 weeks of fully paid leave for the birth parent and 12 weeks of paid leave for the non-birth parent Employee Assistance Program - Psychological sessions with certified therapists to help you overcome stress, personal and professional challenges Free Parking in our office building Music Room fully equipped room Wellness - workout sessions and a wellness app

The bulk of your time will be spent deflecting Jira tickets by providing solutions, KBs, and 1-on-1 training directly to the Support team. You will validate priority, review, and manage Jira tickets before engaging Development. You will also perform trend analysis to identify top product defects and collaborate with the Documentation, Learning and Development (L&D), and Product Management teams to create and update knowledge. Code review may also be applicable, and suggestions for code improvements shared with engineering and Product Management. For customer escalations, you will help engage the relevant stakeholders in internal and customer-facing conversations, and may lead those conversations from a technical perspective.

Develop key contacts and relationships with assigned product PM/Dev leadership. Drive product supportability with PM/Development. Share support knowledge through available channels (KB, training, videos etc.). Trend analysis: Identify and track top impacting issues or product defects. Manage communication and response to Backline Support (Jira). Act as SME and be the focal point for assigned products. Research the code to expedite the investigation. Resolve Defects when possible. Quality Assessment for Support Jira tickets. Prioritize Jiras based on customer and support qualifications. Work to eliminate duplication. Deflect Jira tickets (Provide solution whenever possible). Validate severity. Maintain clarity and quality. Prioritize and maintain escalations to Dev. Create/maintain hot escalation board and review with relevant stakeholders. Create/Maintain support Defects Kanban. Communication - oversee response/information requests from Dev. 5+ years of experience in technical support for SaaS or security products, preferably in enterprise environments Authoritative and assertive approach Deep technical knowledge (Products, OS, Cloud, SIEM, Enterprise Security) Coding and scripting skills Strong troubleshooting methodology and ability to diagnose complex technical issues systematically Self-starter mentality with experience building support processes from the ground up Excellent communication is required to clarify information between Support and Development and manage stakeholder expectations. Study Funds - SentinelOne contributes 7.5% over your base salary (no tax ceiling is applied), and employees contribute 2.5% of their base salary Pension fund - SentinelOne contributes to your pension fund according to local law. Pension contribution may vary based on the selected plan. RSUs - 4 years vesting with 1-year cliff and then quarterly. Annual bonus (depending on the performance of the company) paid out in 2 cycles Employee Stock Purchase Plan - The plan enables employees to purchase SentinelOne stocks at discounted prices vs. market value. (the plan is subject to local taxation) Company time off and holidays Private medical insurance Meal allowance Home o ffice allowance Hybrid work model- The possibility of working both from the office and working from home Parental Leave - Embracing a new child into the family is a unique moment for everyone! In support of that, we offer 20 weeks of fully paid leave for the birth parent and 12 weeks of paid leave for the non-birth parent Employee Assistance Program - Psychological sessions with certified therapists to help you overcome stress, personal and professional challenges Free Parking in our office building Music Room fully equipped room Wellness - workout sessions and a wellness app