Manager, Technical Support APJ

About Us 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. 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. What are we looking for? 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. What will you do? Ensure excellent customer service is provided through all channels Reduce customer effort by optimizing troubleshooting iterations, promoting supportability enhancements, and acting with the voice of the customer Own escalations, engage customers directly, and follow up until mitigation/resolution Monitor quality KPIs to address concerns quickly and effectively Manage resources efficiently to deliver all assignments, especially resiliency, and ability to support all assigned products Mentoring and coaching of managers and engineers Conduct weekly 1x1 meetings with direct reporters and skip-level meetings with individual contributors in the group Recruit and promote talents Collaborate with HRBP/People Organization to manage career path, maintain employees’ well-being, and recognize outperformers Ensure knowledge skills gaps are addressed in a timely manner Promote initiatives to improve performance at all levels Drive continuous improvement through debriefs and enrichment activities Ensure Performance Improvement Plans are set and executed with low performers Demonstrate a can-do approach and assist colleagues from different teams/organizations What skills and knowledge should you bring? Bachelor’s degree with at least 5-8 years of experience in a customer-facing role and at least 3 years of experience in managing Technical Support teams Experience with Call Center technology, including ACD, workforce management, agent productivity tools, and quality management tools Excellent verbal and written communication in English Innovative approach, strong self-awareness Network or Endpoint Security background Knowledge of cybersecurity vulnerabilities Experienced with cloud technologies Must be experienced and comfortable working in a fast-paced entrepreneurial environment and able to deal well with change and ambiguity Experience with support tools including ticketing and knowledge management Exceptional analytical, strategic, and problem-solving skills Candidates who are based in Sydney would be highly preferred. Why us? You will be joining a cutting-edge company where you will tackle extraordinary challenges and work with the very best in the industry. Health Insurance Industry-leading gender-neutral parental leave Paid Company Holidays Paid Sick Time Employee stock purchase program Employee assistance program Cell phone/wifi allowance Numerous company-sponsored events, including regular happy hours and team-building events 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. ... (truncated, view full listing at source)