**Technical Customer Support Coordinator**

at SentinelOne Eugene, Oregon, United States 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 youre enthusiastic about innovative approaches to problem-solving, we would love to speak with you about joining our team!

****Job Duties and Responsibilities****

* Act as a primary point of contact for customer support coordination and case

* advancement, working to triage incoming requests to the product support team.

* Work closely with Support leadership to develop a seamless customer support experience.

* Interface directly with both internal and external customers via phone, email, chat, and instant message.

* Deliver world-class customer support interactions via varied communication mediums.

* Document case activities and interactions with clear and concise information

* Strive to resolve customer issues based on SLAs and business priorities

* Maintain excellent customer satisfaction through means of professional, proactive, and personal service.

* Excellent written and verbal communication skills

* Minimum REQUIRED Knowledge, Skills, And Abilities

* 2 years in a customer-facing service role.

* Excellent communication skills to provide process and technical guidance to audiences of varying technical abilities.

* Technical ability to understand software and recognize operational platforms and/or product components.

* Eagerness to learn new technologies and provide the best possible experience to SentinelOne customers.

* Willingness to make mistakes in a dynamic environment.

* Prior experience in customer phone support is desired.

* Experience with endpoint and server-based security solutions is desired.

* SentinelOne is searching for a Customer Support Coordinator to help us expand our ability to support our customers while helping focus support on critical customer issues.

* As a member of the SentinelOne Support Team, you will act as the first line of customer support , interfacing directly with customers, answering customer requests, and prioritizing incoming customer support issues to be resolved by the global support team.

* Key responsibilities include working closely with customers of SentinelOne, evaluating incoming support requests via various channels, providing customer assistance with documentation, prioritizing issues to be handled by the product support team, providing best practices recommendations for engaging with support , all while delivering a world-class customer support experience.

* An ideal candidate will possess industry-leading customer service and communication skills to interact with customers. partners, and incident responders.

* The ideal candidate should possess a strong background in customer-facing roles with some technical acumen, communication skills both verbal and written, and incident management capabilities. The candidate should be comfortable with speaking directly to customers and understand methods for customer de-escalation.

You will be joining a cutting-edge company, where you will tackle extraordinary challenges and work with the very best in the industry.

* Medical, Vision, Dental, 401(k), Commuter, Health and Dependent FSA

* Unlimited PTO

* Flexible Work Shifts Required (including weekends and holidays)

* Paid Company Holidays

* Paid Sick Time

* Gym membership reimbursement

* Cell phone reimbursement

* Numerous company-sponsored events including regular happy hours and team building events

SentinelOne is shaping the future of endpoint security through its unified, converged platform that automatically prevents, detects and responds to threats in real-time. We are looking for a Support Engineer to join the growing SentinelOne Support organization. This person will be the key interface between our customers, field engineers and development while handling customer cases on a variety of platforms including Windows, Mac and Linux.

#LI-MP1

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