Job Title

At SentinelOne, were redefining cybersecurity by pushing the limits of whats possibleleveraging AI-powered, data-driven innovation to stay ahead of tomorrows threats.From building industry-leading products to cultivating an exceptional company culture, our core values guide everything we do. Were looking for passionate individuals who thrive in collaborative environments and are eager to drive impact. If youre excited about solving complex challenges in bold, innovative ways, wed love to connect with you.What are we looking for?SentinelOne is looking for a Manager, Technical Support to join our Global Technical Support organization. The Manager, Technical Support will report to the Senior Manager of Support and Services and lead a team of Technical Support Engineers across the APJ region.What will you do?Ensure excellent customer service is provided through all channelsReduce customer effort by optimizing troubleshooting iterations, promoting supportability enhancements, and acting with the voice of the customerOwn escalations, engage customers directly, and follow up until mitigation/resolutionMonitor quality KPIs to address concerns quickly and effectivelyManage resources efficiently to deliver all assignments, especially resiliency, and ability to support all assigned productsMentoring and coaching of managers and engineersConduct weekly 1x1 meetings with direct reporters and skip-level meetings with individual contributors in the groupRecruit and promote talentsCollaborate with HRBP/People Organization to manage career path, maintain employees well-being, and recognize outperformersEnsure knowledge & skills gaps are addressed in a timely mannerPromote initiatives to improve performance at all levelsDrive continuous improvement through debriefs and enrichment activitiesEnsure Performance Improvement Plans are set and executed with low performersDemonstrate a can-do approach and assist colleagues from different teams/organizationsWhat skills and knowledge should you bring?Bachelors degree with at least 5-8 years of experience in a customer-facing role and at least 3 years of experience in managing Technical Support teamsExperience with Call Center technology, including ACD, workforce management, agent productivity tools, and quality management toolsExcellent verbal and written communication in EnglishInnovative approach, strong self-awareness Network or Endpoint Security backgroundKnowledge of cybersecurity & vulnerabilities Experienced with cloud technologiesMust be experienced and comfortable working in a fast-paced entrepreneurial environment and able to deal well with change and ambiguity Experience with support tools including ticketing and knowledge management Exceptional analytical, strategic, and problem-solving skills Candidates who are based in Sydney would be highly preferred.Why us?You will be joining a cutting-edge company where you will tackle extraordinary challenges and work with the very best in the industry.Health InsurancePaid Company HolidaysPaid Sick TimeEmployee stock purchase programEmployee assistance program Numerous company-sponsored events, including regular happy hours and team-building eventsSentinelOne is proud to be an Equal Employment Opportunity and Affimative 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. #J-18808-Ljbffr