Senior Technical Success Manager, Public Sector

This is a fully remote position, open to applicants in United States.

📋 Description

• Manage a portfolio of technical resources while delivering customer support and guidance during deployment, routine operations, and incident/outage scenarios.

• Enhance customer engagement and experience across all SentinelOne offerings.

• Act as the technical account manager for designated accounts, improving customers' technical comprehension of the solutions provided.

• Provide regular reporting on essential metrics, including indicators of feature adoption.

• Uphold a positive and authentic representation of SentinelOne as a trustworthy provider of effective, scalable security solutions.

• Serve as a technical resource for assigned customers and account teams.

• Deliver technical account management through proactive communication, strategic advice, project management, service reviews, escalation management, and training.

• Lead intricate implementation and onboarding projects for SentinelOne products and services.

• Advocate for customer needs with internal teams, addressing technical and business challenges, defining feature requests, identifying growth prospects, and gathering customer feedback.

• Act as the primary customer contact during incidents and outages, organizing internal teams and facilitating communications.

• Conduct technical working and learning sessions.

• Manage and mentor team members while coordinating efforts across the organization.

• Monitor trends in cybersecurity, endpoint management, and the broader industry landscape.

• Provide insights on program risk and maturity, identifying account risks and upsell potential.

⛳️ Requirements

• Minimum of 5 years of experience in enterprise SaaS (preferably in Endpoint Protection) in related fields such as support, training, or professional services, complemented by a Bachelor's degree.

• 2 or more years of direct experience in a cybersecurity role, alongside at least 3 years of field engineering experience, such as a Senior Support Engineer (tier 3 to 4), Technical Account Manager, or Pre-Sales Engineer.

• 3 to 5 years of experience engaging directly with enterprise customers.

• US-based status is required to support and operate within SentinelOne's FedRAMP framework.

• Comprehensive understanding of security technologies, architecture, and operations, with a proven ability to advise customers on industry best practices, as well as thorough knowledge of threat handling, incident response, and SOC operations.

• Proficiency in Windows, macOS, and Linux operating systems, along with experience in containerized environments.

• Proven scripting abilities with working knowledge of Python, PHP, and Unix shell scripts.

• Proficiency with MongoDB or similar experience in writing database queries and basic scripts; MongoDB is preferred.

• Customer-centric focus with a demonstrated ability to effectively resolve problems, exceptional organizational skills, and strong professional written and verbal communication abilities.

• Experience within the IT or Cybersecurity sectors, particularly in Endpoint Security with host-based (endpoint agent) security solutions, is preferred.

• Experience in training and enablement delivery is preferred.

• Strong goal orientation and strategic alignment, experience in supporting or engaging customers with an emphasis on technical adoption, and embodiment of SentinelOne's core values are preferred.

• US citizenship is required under Federal and FedRAMP regulations.

• May be subject to customer or third-party background checks, including secret clearance, if necessary for the role.

🏝️ Benefits

• Restricted Stock Units (RSUs)

• Employee Stock Purchase Plan (ESPP)

• Flexible time off

• Paid company holidays and paid sick time

• Gender-neutral parental leave

• Grandparent leave

• Medical, dental, and vision coverage

• 401(k) retirement plan with company match

• Life and disability insurance

• Health and dependent care FSA

• Voluntary benefits (hospital, accident, critical illness)

• Employee Assistance Program (EAP)

• ARAG pre-paid legal

• Nationwide pet insurance

• Cancer Care program

• Global business travel medical insurance

• Home office allowance

• Mobile phone reimbursement

• Wellness coach

• Wellness/gym reimbursement

• Fertility coverage

• Adoption & surrogacy reimbursement