{"id":1469403,"url":"https://alion.io/job/sentinelone-staff-escalation-manager","title":"Staff Escalation Manager","company":{"id":46,"name":"SentinelOne","domain":"sentinelone.com","url":"https://alion.io/company/sentinelone","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Greenhouse","truth_index":{"grade":"B","score":80,"open_postings":22,"ghost_share":0,"stale_share":0.818,"repost_share":0,"time_to_fill_p50_days":48,"computed_at":"2026-10-15T05:46:00Z"}},"role":"Support","role_family":"Support","seniority":"staff","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Bengaluru, India"],"countries":["IN"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":21000,"max_usd":51000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":61},"experience_years_min":7,"visa_sponsorship":false,"relocation_package":false,"has_equity":true,"technologies":[{"name":"C++","optional":false},{"name":"Python","optional":false},{"name":"Rust","optional":false},{"name":"SentinelOne","optional":false},{"name":"WinDbg","optional":false},{"name":"Windows","optional":false},{"name":"Assembly","optional":true}],"status":"live","first_seen_at":"2026-09-29T11:36:39Z","employer_posted_date":"2026-09-30","last_verified_at":"2026-10-15T10:12:49Z","board_verified":true,"closed_at":null,"days_open":15,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":15},"description":"Our Purpose \nAt 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.\nAbout Us \nSentinelOne 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.\nOur 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.\nWhat Are We Looking For?\nWe’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.\nAs a Technical Support Escalation Manager to serve as the primary technical interface between Technical Support and SentinelOne Product and Engineering teams for an assigned product area.This is a senior individual-contributor role for someone who combines subject-matter expertise, advanced troubleshooting, product knowledge, technical judgment, and strong cross-functional leadership.You will own the quality and prioritization of Engineering escalations coming from Support, challenge issues before they become development work, help Support resolve problems without unnecessary escalation, and ensure genuinely product-related issues reach Engineering with the evidence and urgency required for action.You will also analyze recurring issues and use those insights to improve Support readiness, product quality, documentation, diagnostics, and overall product supportability.The goal is not simply to manage escalations. It is to reduce the need for them.\nWhat Will You Do?\nPrimary responsibilities include: \nServe as the senior Support subject-matter expert for assigned SentinelOne products or technologies.\nAct as the primary technical interface between Technical Support and Product/Engineering for customer-driven escalations.\nReview and validate Support escalations before Engineering engagement.\nValidate technical evidence, customer impact, severity, reproduction steps, logs, diagnostics, and troubleshooting already completed.\nDetermine whether issues represent product defects, environmental conditions, configuration issues, known behavior, or Support-solvable problems.\nDeflect unnecessary Engineering escalations by providing solutions, known fixes, technical guidance, documentation, and coaching to Support.\nPrioritize Engineering escalations based on severity, customer impact, breadth of exposure, and business risk.\nMaintain visibility into critical and high-impact defects affecting customers.\nDrive technical escalation execution across Support, Product, and Engineering.\nPartner closely with Product and Engineering leadership to improve product supportability.\nPerform trend analysis to identify recurring defects and the highest-impact customer issues.\nDevelop and maintain technical knowledge including KBs, troubleshooting guides, training, videos, diagnostics, and internal enablement.\nCoach Frontline and Backline engineers to increase technical capability and reduce repeat escalations.\nParticipate in customer-facing escalation calls when advanced technical leadership is required.\nTranslate complex Engineering findings into clear guidance for Support teams and customer-facing stakeholders.\nWhere appropriate, inspect code, diagnostics, dumps, or other low-level technical artifacts to accelerate root-cause investigation.\nProvide structured product-quality and supportability insights to Support, Product, Engineering, and Customer Experience leadership.\nWhat Skills and Knowledge Will You Bring?\n7+ years of experience in Technical Support, Escalation Engineering, Software Engineering, Customer Engineering, Security Engineering, or a comparable technical role.\nDeep subject-matter expertise in one or more enterprise security technologies.\nExceptional troubleshooting and root-cause analysis skills.\nDemonstrated experience working directly with Product and Engineering organizations.\nAbility to independently assess whether a technical issue represents a product defect.\nStrong understanding of operating systems, enterprise security, cloud technologies, networking, and large-scale software environments.\nStrong technical judgment and ability to balance customer urgency with engineering prioritization.\nAbility to lead cross-functional technical execution without direct authority.\nExcellent technical communication skills.\nStrong coaching and technical enablement capabilities.\nAbility to identify systemic patterns across large numbers of customer issues.\nFor Windows-focused roles, experience with technologies such as:\nWinDbg and memory dump analysis\nProcess Monitor\nWindows Performance Analyzer\nC++, Rust, Python, or similar languages\nWhy SentinelOne?\nAI 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.\nWe invest in our Sentinels with comprehensive, competitive benefits designed to support you and your family:\nEquity & Rewards\nRestricted Stock Units (RSUs)\nEmployee Stock Purchase Plan (ESPP)\nTime Off & Wellbeing\nCompetitive leave benefits\nGender-neutral parental leave\nInsurance & Financial Security\nMedical and insurance benefits\nEmployee Assistance Program (EAP)\nWork Perks & Flexibility\nGlobal home office allowance\nInternet allowance\nLinkedIn Learning license\nSocial Connect program\nFood allowance (Bangalore office)\nMeal vouchers (Sodexo)\nWellness & Lifestyle\nHealth & wellness benefit\nSentinelOne 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.\nSentinelOne participates in the E-Verify Program for all U.S. based roles.","description_format":"text","description_chars":7228,"description_truncated":false,"requirements":{"experience_years_min":7,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Continuous learning","Equity","Home office","Parental leave","Restricted stock units"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Cloud Security","Endpoint Security","Security Operations","Cybersecurity AI"],"lifecycle":[{"event":"open","at":"2026-09-29T15:40:09Z"}],"visa":[],"liveness":{"score":60,"band":"ok","label":"Likely open","p_open":1,"p_active":0.604,"p_room":1,"age_days":15,"expected_fill_days":48,"reasons":["conf:4","stale_co","velocity","win:early","comp:brand"],"computed_at":"2026-10-15T05:46:00Z"},"pay":null,"html_url":"https://alion.io/job/sentinelone-staff-escalation-manager","json_url":"https://alion.io/job/sentinelone-staff-escalation-manager.json","meta":{"generated_at":"2026-10-15T10:41:15Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":16184,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-16T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":46},"rest":"https://alion.io/mcp/rest/get_company?id=46"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fsentinelone-staff-escalation-manager"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fsentinelone-staff-escalation-manager"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fsentinelone-staff-escalation-manager"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/sentinelone-staff-escalation-manager\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fsentinelone-staff-escalation-manager"}]}