Manager, Technical Support APJ

Confirmed live in the last 24 hours

SentinelOne

Australia

On-site

Posted March 31, 2026

Job Description

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