Staff Technical Support Engineer (Cloud)

About Us:

SentinelOne is defining the future of cybersecurity through our XDR platform that automatically prevents, detects, and responds to threats in real-time. Singularity XDR ingests data and leverages our patented AI models to deliver autonomous protection. With SentinelOne, organizations gain full transparency into everything happening across the network at machine speed – to defeat every attack, at every stage of the threat lifecycle. 

We are a values-driven team where names are known, results are rewarded, and friendships are formed. Trust, accountability, relentlessness, ingenuity, and OneSentinel define the pillars of our collaborative and unified global culture. We're looking for people that will drive team success and collaboration across SentinelOne. If you’re enthusiastic about innovative approaches to problem-solving, we would love to speak with you about joining our team!

What are we looking for?

SentinelOne is a leader in innovative cloud solutions, providing a range of services that empower businesses to operate efficiently and securely in the digital landscape. We are committed to delivering top-tier technical support to our clients, ensuring their cloud environments are optimized, secure, and resilient.

The Technical Support Cloud Expert will be responsible for providing advanced technical support and solutions to clients utilizing cloud services. This role requires deep knowledge of cloud infrastructure, services, and best practices. The ideal candidate will possess strong problem-solving skills, exceptional communication abilities, and the capacity to work collaboratively with clients and internal teams to resolve complex cloud-related issues.

What will you do?

• Provide grade A support for our lucrative enterprise customers base in the EMEA 
• Lead burning escalations from end-to-end while owning all of the technical and managerial aspects of the issue
• Define, build, and implement tools to improve the speed and quality of support
• Assist with the design and rollout of new support channels and service offerings
• Develop and maintain standard operating procedures for common situations
• Analyze support workflows and make suggestions to improve efficiency and effectiveness
• Working closely with the directors in the organization and other senior management to help customer service deliver on their components of overall company goals and objectives

What skills or knowledge should you bring?

• Minimum of 5 years in cloud providers and cybersecurity, preferably endpoint security platforms and tooling
• Bachelor’s degree in Computer Science, Information Technology, or related field (or equivalent experience)
• Relevant certifications (e.g., Certified Kubernetes Administrator, Certified Cloud Security Professional, CompTIA Security+) are advantageous
• Expertise
• Mastery in cloud, Kubernetes, and "shift left" security technologies
• Deep understanding and hands-on experience with cloud-native architectures, Kubernetes, container security, and related technologies
• Subject matter expertise in cloud and cybersecurity
• Technical Skills
• Linux-based OSes
• Cloud-Native Application Protection Platforms (CNAPP), including Cloud Security Posture Management (CSPM) and Cloud Workload Protection Platforms (CWPP)
• Private and Public Cloud Services (e.g., AWS, Azure, Google Cloud)
• Infrastructure management using AWS, GCP, Azure, Docker, Kubernetes
• Cloud Automation tools such as Terraform, CloudFormation, Configuration Management
• Build Systems: GitHub Actions, GitLab Pipelines, BitBucket Pipelines
• Scripting proficiency in shell scripting, Python, PowerShell
• Strong troubleshooting skills with the ability to resolve complex technical issues independently and collaboratively
• Soft Skills
• Excellent written and oral communication skills for leading business and technical presentations and discussions
• Ability to convey technical concepts to both technical and non-technical audiences.
• Ability to set and manage expectations with key stakeholders, including customers and team members

• Generous employee stock plan in the form of RSUs grant (Restricted Stock Units) and ESPP (Employee Stock Purchase Programme)
• Annual bonus based on your performance, paid out in 2 instalments
• Flexible Time Off on top of the standard 5 weeks of vacation
• Flexible Paid Sick Days and fully paid short term sick and short term nursing leave
• Global gender-neutral Parental Leave (16 weeks, beyond the leave provided by the local laws) & Grandparent Leave
• Volunteering paid day off and additional paid company holidays off (e.g. 4 days in 2022)
• Private medical care and pension insurance contribution
• Premium Life Insurance covered by S1
• Benefits points (5.000 CZK/month) that you can spend on leisure, sports, kindergarten and school fees, travel etc. 
• Global Employee Assistance Program, including confidential counselling related to both personal and work life matters
• High-end MacBook, or Windows laptop, home-office-setup gear and a work-from-home allowance
• Full access to the Udemy Business platform for hard and soft skills training, as well as support for continued learning
• Refreshments and snacks at the offices, along with weekly massages and yoga at Prague office
• Optional company events for those who like to meet outside of work (sports days, BBQs, charity events, etc.)
• Above-standard referral bonus