IT Support Engineer

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. Proficienc ... (truncated, view full listing at source)