Staff Software Engineer, Endpoint Escalations – C++, Windows/OS Internals

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

📋 Description

• Take ownership and lead the resolution of the most intricate, escalated customer challenges related to the Windows endpoint agent.

• Conduct comprehensive root-cause analyses throughout the Windows stack and SentinelOne’s C++ codebase.

• Analyze, debug, modify, or patch code to resolve or circumvent issues effectively.

• Act as the primary technical contact for engineering during high-severity incidents.

• Communicate updates, findings, and remediation strategies to customers, senior technical stakeholders, and executives.

• Collaborate with engineering, QA, support, and product teams to convert escalation trends into enduring solutions.

• Incorporate insights from the field into the product development roadmap.

• Develop and sustain tools and runbooks to expedite escalation triage and resolution processes.

• Provide mentorship to support and engineering teams on Windows internals and debugging techniques.

⛳️ Requirements

• A minimum of 8 years of hands-on technical experience in managing complex customer escalations.

• Proficient in reading and debugging C/C++ code.

• Extensive, practical knowledge of Windows internals, including kernel/user-mode boundaries, drivers, process and memory management, file system filters, and the networking stack.

• Familiarity with Windows debugging tools such as WinDbg and kernel/user dumps.

• Capability to debug and troubleshoot intricate, ambiguous issues down to the code level.

• Strong verbal and written communication abilities.

• Experience interacting directly with customers and senior leadership.

• Background in security-oriented or endpoint protection software (EDR/XDR, AV, or similar) is a considerable advantage.

• Familiarity with Linux and MacOS operating systems is a significant plus.

• Experience with Endpoint backend is advantageous.

🏝️ 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