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Tech Support Engineer jobs in Sydney NSW

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    • Analyze support workflows and make suggestions to improve efficiency and effectiveness.
    • Provide grade-A support for our enterprise customers base in the APJ…
    • Participate in on call support roster and be available to work outside business hours, as required.
    • Proactively improve and enhance desktop and application…
    • As the first point of contact for IT support, you'll be responsible for delivering high-quality Level 1 and Level 2 desktop support while taking ownership of…
    • Manage and participate in regional project meetings, providing project tracking and operational support.
    • Manage enterprise-level support, diagnostics, and…
    • Respond to user support requests through ticketing systems, chat platforms, email, walk up and virtual support channels.
    • 1.5+ year experience in software support or customer service.
    • As a Technical Support Engineer, you will report to the Support Manager.
    • Provide L1 support for service delivery teams and resolve technical issues.
    • Also includes end user support and liaising with 3rd party vendors as needed.
    • Demonstrated experience in ICT support, systems administration, application support, or a related technical role.
    • Aligned to our customers business requirements, we provide tailored maintenance services, hardware and software break/ fix support, remote support, software…
    • Reports to the Escalation Team Manager, the Software Support Engineer will serve as an integral part of the Support Team tasked with the important role of…
    • Monitor support quality metrics to help assess and improve support processes.
    • Provide technical support for incoming tickets from customers.
    • Coordinate direct communications with customers and distributors as required to support issue resolution.
    • Provide on-call support out of office hours, weekends…
    • Provide L1/L2 technical support to end-users via helpdesk ticketing systems, telephone, email and in-person.
    • Install, configure, test and maintain IT hardware (…
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    • Practical Microsoft 365 support experience.
    • Deliver exceptional support to end users, including VIP and executive stakeholders.
    • Document and standardise technical support procedures.
    • Minimum 2 years in a similar IT infrastructure support role.
    • Some knowledge of macOS and Linux.

Job Post Details

SentinelOne logo

Staff Pre-sale Support Engineer - job post

SentinelOne
3.4 out of 5 stars
Sydney NSW•Remote

Benefits

Pulled from the full job description

  • Remote work allowance
  • Employee stock purchase plan
  • Parental leave
  • Health insurance
  • Employee assistance program

Full job description

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.

SentinelOne is seeking a passionate and dedicated Pre-Sale Support Engineer to join our rapidly growing Technical Support organization. This person will be the key interface between our customers, field engineers, and development, and handle customer cases on a variety of platforms, including Windows, Mac, and Linux.

What will you do?

Primary responsibilities include:

  • Provide grade-A support for our enterprise customers base in the APJ region.
  • 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.
  • Work closely with product teams to understand and give input into product changes pertaining to the customer service department whilst acting as the customers' advocate.
  • Working closely with the managers in the organization and other senior management to help customer service deliver on their components of overall company goals and objectives

What skills and knowledge should you bring?

Ideal candidates will have:

  • Bachelor's degree in Computer Science, Information Technology, or a related field with a minimum 8 years of experience in customer support or a customer-facing technical role (e.g., Technical Support, Customer Success, Professional Services)
  • Experience with delivering customer services, both frontline, second, and third tier levels, preferably within a SaaS B2B vendor environment
  • Expert-level proficiency in Windows, Mac, or Linux.
  • Network or Endpoint Security background required.
  • Excellent customer-facing abilities and strong problem-solving as well as troubleshooting skills.
  • Excellent written and verbal communication skills in English.
  • 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

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

  • Medical and insurance benefits
  • Employee Assistance Program (EAP)

Work Perks & Flexibility

  • Global home office allowance
  • Internet and mobile phone allowance
  • Flexible benefits allowance

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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