Manager, Technical Support APJ

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