Manager, Technical Support APJ

<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><strong>What are we looking for?</strong></p> <p><span style="font-weight: 400;">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.</span></p> <p><strong>What will you do?</strong></p> <ul> <li style="font-weight: 400;"><span style="font-weight: 400;">Ensure excellent customer service is provided through all channels </span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Reduce customer effort by optimizing troubleshooting iterations, promoting supportability enhancements, and acting with the voice of the customer</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Own escalations, engage customers directly, and follow up until mitigation/resolution</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Monitor quality KPIs to address concerns quickly and effectively</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Manage resources efficiently to deliver all assignments, especially resiliency, and ability to support all assigned products</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Mentoring and coaching of managers and engineers</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Conduct weekly 1x1 meetings with direct reporters and skip-level meetings with individual contributors in the group</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Recruit and promote talents</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Collaborate with HRBP/People Organization to manage career path, maintain employees’ well-being, and recognize outperformers</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Ensure knowledge skills gaps are addressed in a timely manner</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Promote initiatives to improve performance at all levels</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Drive continuous improvement through debriefs and enrichment activities</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Ensure Performance Improvement Plans are set and executed with low performers</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Demonstrate a can-do approach and assist colleagues from different teams/organizations</span></li> </ul> <p><strong>What skills and knowledge should you bring?</strong></p> <ul> <li><span style="font-weight: 400;">Bachelor’s degree with at least </span><span style="font-weight: 400;">5-8 years of experience in a customer-facing role and at least 3</span><span style="font-weight: 400;"> years of experience in managing Technical Support teams</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Experience with Call Center technology, including ACD, workforce management, agent productivity tools, and quality management tools </span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Excellent verbal and written communication in English</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Innovative approach, strong self-awareness</span></li> ... (truncated, view full listing at source)