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 channels
Reduce customer effort by optimizing troubleshooting iterations, promoting supportability enhancements, and acting with the voice of the customer
Own escalations, engage customers directly, and follow up until mitigation/resolution
Monitor quality KPIs to address concerns quickly and effectively
Manage resources efficiently to deliver all assignments, especially resiliency, and ability to support all assigned products
Mentoring and coaching of managers and engineers
Conduct weekly 1x1 meetings with direct reporters and skip-level meetings with individual contributors in the group
Recruit and promote talents
Collaborate with HRBP/People Organization to manage career path, maintain employees' well-being, and recognize outperformers
Ensure knowledge & skills gaps are addressed in a timely manner
Promote initiatives to improve performance at all levels
Drive continuous improvement through debriefs and enrichment activities
Ensure Performance Improvement Plans are set and executed with low performers




Demonstrate a can-do approach and assist colleagues from different teams/organizations
What skills and knowledge should you bring?
Bachelor's 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 teams
Experience with Call Center technology, including ACD, workforce management, agent productivity tools, and quality management tools
Excellent verbal and written communication in English
Innovative approach, robust self-awareness
Network or Endpoint Security background
Knowledge of cybersecurity & vulnerabilities
Experienced with cloud technologies
Must 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 Insurance
Industry-leading gender-neutral parental leave
Paid Company Holidays
Paid Sick Time
Employee stock purchase program
Employee assistance program
Cell phone/wifi allowance
Numerous company-sponsored events, including regular happy hours and team-building events

📌 Manager, Technical Support Apj (Australia)
🏢 Sentinelone
📍 Australia