IT Support Engineer
About this role
Our Purpose
At SentinelOne, we are driven by a clear purpose: to give the advantage to those who secure our future. As AI reshapes how organizations build, operate, and innovate, the responsibility to protect them becomes more critical than ever. When you join SentinelOne, your work helps protect global enterprises, critical infrastructure, and the technologies shaping tomorrow. If you are motivated by meaningful challenges and want your impact to be real, measurable, and global, you will find purpose here.
About Us
SentinelOne is a company at the intersection of AI and security, pioneering a new operating model for cybersecurity. Our AI-native platform unifies protection across endpoint, cloud, identity, data, and AI systems to deliver autonomous detection and response with clarity and speed. By combining real-time analytics, intelligent automation, and a unified data foundation, we reduce noise, simplify complexity, and empower security teams to focus on what truly matters.
Our teams are builders, problem-solvers, and innovators committed to shaping the future of security. If you are excited to solve hard problems alongside talented, mission-driven people, we invite you to help us build a safer future for humanity.
What Are We Looking For?
We’re looking for people who are relentlessly curious and committed to continuous learning. AI is reshaping every function across our business, and we enable every team member, regardless of role or level, to build fluency in AI tools and concepts. Those who thrive here actively seek out new solutions, experiment thoughtfully, and apply what they learn to drive better, faster, smarter outcomes.
As an IT Technical Support Engineer you will support multiple platforms, including Windows, Mac, and Linux, and requires a strong track record in technical support and services.
The position is hybrid, based in our office at the America Free Zone in Heredia.
What will you do?
- Act as the initial point of contact for end users via telephone, email, or the ticketing system.
- Able to provide technical support to Internal users situated in remote locations by diagnosing and resolving issues related to Software, Hardware, Networking, and other day-to-day basis Tools. Also drive the issue until resolution.
- Maintain consistent and timely communication with users regarding the status and resolution of their support tickets.
- Expertise in troubleshooting macOS and Windows platform issues.
- Excellent at providing technical support to users via Zoom or Slack as needed.
- Able to communicate with APJ, EMEA, and USA region employees.
- Experience in managing tools ensuring user productivity, like GSuite, Jumpcloud, Slack, Intune, Okta, AD, 1Password, JIRA, Asset management, Service Desk, Confluence, etc.
- Proactive in the management of Service Request, Incident, and Tasks within SLA and Escalate to L2 resources with proper troubleshooting notes.
- Able to create Knowledge Articles and Knowledge Bases for the Helpdesk Team if needed.
- Work with cross-functional teams to ensure delivery of high-quality, customer-focused products and services.
- Take end-to-end ownership of customer issues, including initial troubleshooting, identification of root cause, issue resolution, and dispatching tickets to the right team.
- Understanding of Incident Management, Problem Management, Root Cause Analysis, and Change Management as per the ITIL process.
- Working knowledge of ServiceDesk tools like JIRA Service Desk OR other helpdesk tools for ticket management.
- Add and modify AD and Okta groups to provide the user access.
What Skills and Knowledge Will You Bring?
- Bachelor’s Degree in Computer Science, Information Systems or other closely related field
- Prefer 1-2+ years of IT support, technical support, system administration, or related technical customer-facing roles.
- Experience with delivering customer services, both frontline, second, and third tier levels, preferably within a SaaS B2B vendor environment.
- Proficiency in Windows, Mac, or Linux.
- Network or Endpoint Security background preferred.
- Excellent customer-facing abilities and strong problem-solving and troubleshooting skills.
- Excellent written and verbal communication skills in English (other languages are a plus).
- Demonstrated understanding of common customer service tools (Ticketing, Voice, Chat) and processes.
- Independent, responsible, and result-driven team player.
- AWS, GCP, or Azure experience is an advantage
Advantages
- Open to work in different Shift timings
- Good communication skills (verbal and written)
- Experience in the Windows as well as the macOS environment, troubleshooting and diagnosing low-level operating systems and network issues.
- Passion for solving customer issues and advocating for their success in a fast-paced, highly technical environment.
- Ability to learn new technologies quickly.
- Understanding of SLAs and ensuring ticket closures within defined SLAs
- Ability to work independently with little direct supervision and as a part of a team.
Skills
- Google Workspace user and group management
- Hands-on experience on IAM toolings, preferably Okta
- ITSM process knowledge and experience on tool like Service Now or JIRA Service Desk, Confluence
- Mac/Win troubleshooting
- Jumpcloud basics
- Slack, Intune
Why SentinelOne?
AI is redefining how the world operates and rewriting the rules of security in real time, and SentinelOne was built for this moment. From day one, we architected an AI-native platform designed to operate at machine speed, not as an add-on to legacy systems but as the foundation itself. If you want to build where innovation and impact move together, this is that place.
We invest in our Sentinels with comprehensive, competitive benefits designed to support you and your family:
Equity & Rewards
- Restricted Stock Units (RSUs)
- Employee Stock Purchase Plan (ESPP)
Time Off & Wellbeing
- Competitive leave benefits
- Gender-neutral parental leave
Insurance & Financial Security
- Private medical, dental, and vision insurance
Work Perks & Flexibility
- Global home office allowance
- Internet or mobile phone allowance
- Hybrid work model with flexible hours
Wellness & Lifestyle
- Wellness programs
Growth & Community
- In-office lunch program
SentinelOne is proud to be an Equal Employment Opportunity and Affirmative 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.
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