Manager, Technical Support APJ

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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 the Manager, Technical Support (APJ), you will lead a regional team of Technical Support Engineers, ensuring world-class service delivery while owning high-level escalations and driving resolutions across all support channels. You will be responsible for monitoring quality KPIs, optimizing troubleshooting workflows, and elevating team performance through proactive coaching and structured development. By collaborating with Sales and cross-functional stakeholders, you will align support efforts with customer success goals to ensure a seamless post-sales experience and long-term retention.

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 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.