IT Support Engineer

<div class="content-intro"><h3>About Us</h3> <p>At SentinelOne, we’re redefining cybersecurity by pushing the limits of what’s possible—leveraging AI-powered, data-driven innovation to stay ahead of tomorrow’s threats.</p> <p>From building industry-leading products to cultivating an exceptional company culture, our core values guide everything we do. We’re looking for passionate individuals who thrive in collaborative environments and are eager to drive impact. If you’re excited about solving complex challenges in bold, innovative ways, we’d love to connect with you.</p></div><p> </p> <h3><strong>What are we looking for?</strong></h3> <p>SentinelOne is looking for a passionate IT Technical Support Engineer in Costa Rica to join our rapidly growing organization. We are seeking an individual with a proven track record of leading support and services efforts across various platforms, including Windows, Mac, and Linux.</p> <p>This role requires working in a hybrid capacity (in-office and remote) from our offices in the America Free Zone in Heredia.</p> <h3><strong>What will you do? </strong></h3> <p><strong>Main </strong><strong>Responsibilities</strong></p> <ul> <li>Act as the initial point of contact for end users via telephone, email, or the ticketing system.</li> <li>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.</li> <li>Maintain consistent and timely communication with users regarding the status and resolution of their support tickets.</li> <li>Expertise in troubleshooting macOS and Windows platform issues.</li> <li>Excellent at providing technical support to users via Zoom or Slack as needed.</li> <li>Able to communicate with APJ, EMEA, and USA region employees.</li> <li>Experience in managing tools ensuring user productivity, like GSuite, Jumpcloud, Slack, Intune, Okta, AD, 1Password, JIRA, Asset management, Service Desk, Confluence, etc.</li> <li>Proactive in the management of Service Request, Incident, and Tasks within SLA and Escalate to L2 resources with proper troubleshooting notes.</li> <li>Able to create Knowledge Articles and Knowledge Bases for the Helpdesk Team if needed.</li> <li>Work with cross-functional teams to ensure delivery of high-quality, customer-focused products and services.</li> <li>Take end-to-end ownership of customer issues, including initial troubleshooting, identification of root cause, issue resolution, and dispatching tickets to the right team.</li> <li>Understanding of Incident Management, Problem Management, Root Cause Analysis, and Change Management as per the ITIL process.</li> <li>Working knowledge of ServiceDesk tools like JIRA Service Desk OR other helpdesk tools for ticket management.</li> <li>Add and modify AD and Okta groups to provide the user access.<strong><br></strong><strong><br></strong></li> </ul> <h3><strong>What skills and knowledge should you bring?<br></strong></h3> <p><strong>Experience and Skills</strong></p> <ul> <li>Bachelor’s Degree in Computer Science, Information Systems or other closely related field</li> <li>Prefer 1-2+ years of IT support, technical support, system administration, or related technical customer-facing roles.</li> <li>Experience with delivering customer services, both frontline, second, and third tier levels, preferably within a SaaS B2B vendor environment.</li> <li>Proficiency in Windows, Mac, or Linux.</li> <li>Network or Endpoint Security background preferred.</li> <li>Excellent customer-facing abilities and strong problem-solving and troubleshooting skills.</li> <li>Excellent written and verbal communication skills in English (other languages are a plus).</li> <li>Demonstrated understanding of common customer service tools (Ticketing, Voice, Chat) and processes.</li> <li>Independent, responsible, and result-driven team player.</li> <li>AWS, GCP, or Azure experie ... (truncated, view full listing at source)