Manager, Technical Support

✨ What you’ll be working on

SentinelOne is hiring a Manager, Technical Support in India to lead a team of Technical Support Engineers supporting customers across the APJ region.

This is a leadership role for someone who understands both sides of technical support: solving tough customer problems and building a team that can handle them well.

You’ll manage engineers, own customer escalations, track support quality, coach your team, and work across departments to improve the overall customer experience.

What You’ll Do

• Lead and support a team of Technical Support Engineers across the APJ region.
• Make sure customers receive a high standard of support across all channels.
• Take ownership of critical customer escalations and stay involved through mitigation or resolution.
• Improve troubleshooting processes and help reduce the effort customers need to get issues resolved.
• Monitor support quality and key performance metrics to spot and address problems early.
• Manage team resources and coverage across assigned products.
• Coach and mentor managers and support engineers.
• Hold regular 1:1s with direct reports and skip-level conversations with team members.
• Recruit, develop, and promote talent within the support organization.
• Identify knowledge or skill gaps and make sure they’re addressed.
• Work with People/HR teams on career development, employee wellbeing, and performance.
• Drive initiatives that improve team performance and customer support.
• Help underperforming team members through structured improvement plans when needed.
• Collaborate with teams across the organization to solve problems and improve how support operates.

What They’re Looking For

You should have:

• A bachelor’s degree with around 5–8 years of customer-facing experience.
• At least 3 years of experience managing Technical Support teams.
• Experience with call center technologies such as ACD, workforce management, agent productivity, and quality management tools.
• Strong written and spoken English.
• Experience with support ticketing and knowledge management tools.
• A background in network security or endpoint security.
• Good knowledge of cybersecurity concepts and vulnerabilities.
• Experience working with cloud technologies.
• Working knowledge of Linux and macOS.
• Strong analytical, strategic thinking, and problem-solving skills.
• The ability to lead effectively in a fast-moving environment where priorities can change.

Candidates based in Bangalore are highly preferred.

Benefits

SentinelOne offers a range of employee benefits, which may include:

• Restricted Stock Units (RSUs)
• Employee Stock Purchase Plan (ESPP)
• Competitive leave benefits
• Gender-neutral parental leave
• Medical and insurance benefits
• Employee Assistance Program (EAP)
• Home office allowance
• Internet allowance
• LinkedIn Learning access
• Health and wellness benefits
• Social connection programs
• Food allowance for the Bangalore office
• Meal vouchers

A Little About SentinelOne

SentinelOne is a cybersecurity company building AI-powered security technology across endpoint, cloud, identity, data, and AI systems.

As part of the Global Technical Support organization, you’ll help lead the people responsible for supporting customers and solving complex technical issues across the APJ region.