Product Support Engineer

Job Description: Product Support Engineer (SentinelOne)

Location: Makati City Philippines

Department: Tech. Department

Reports To: Technology Director

Work Schedule: Shifting Schedule

Job Summary

The Product Support Engineer is responsible for providing technical support to customers using SentinelOne endpoint security solutions. The role involves handling customer inquiries regarding product specifications, settings, features, and technical issues through web-based ticketing systems in Japanese. The engineer will also escalate complex technical issues to SentinelOne through web-based ticketing systems in English.

The position includes technical investigation activities such as product testing, technical manual and documentation review, log analysis, and troubleshooting to identify and resolve product-related issues.

This is a product support role focused on customer assistance, technical investigation, and issue resolution.

Key Responsibilities

1. Customer Support

• Handle customer inquiries regarding SentinelOne product specifications, features, settings, and functionality.
• Respond to customer-reported technical issues and assist with troubleshooting and issue resolution.
• Manage and respond to customer inquiries through web-based ticketing systems.
• Provide clear and accurate technical guidance to help customers understand and use SentinelOne products effectively.
• Document customer inquiries, troubleshooting steps, and resolutions in accordance with established procedures.

2. Vendor Support

• Escalate complex or unresolved technical issues to SentinelOne through web-based ticketing systems in English.
• Prepare detailed technical reports describing reported issues, troubleshooting steps performed, relevant logs, and investigation findings.
• Coordinate with SentinelOne's technical support team to obtain technical guidance and recommended solutions.
• Monitor escalated cases and follow up until the issues are resolved or appropriate guidance is provided.
• Communicate technical findings and recommended solutions to customers and internal team members as needed.

3. Technical Investigation

• Conduct product testing to investigate reported issues and verify product behavior.
• Review technical manuals, product documentation, and knowledge base articles to identify appropriate solutions.
• Analyze system logs and relevant technical information to investigate possible causes of product-related issues.
• Perform troubleshooting to identify, reproduce, and resolve technical problems within the scope of the role.
• Validate recommended solutions and document investigation results for future reference.
• Share technical findings and recurring issues with the Product Support Team.

Qualifications

• Bachelor’s Degree in InformationTechnology, Computer Science, Information Security, Information Security, Engineering, or related field.
• At least six (6) months of IT-related work experience.
• Basic knowledge of information technology (IT), Windows operating systems, networking, and security.
• Basic knowledge of endpoint security concepts and solutions.
• English communication skills sufficient to submit technical escalation tickets to SentinelOne and communicate technical issues in writing.
• Ability to follow troubleshooting procedures, review technical information, and document findings clearly.
• Willingness to learn new technologies and develop technical support skills.
• Previous experience in technical support, help desk operations, or IT service support.
• Experience providing support for security products, endpoint protection platforms, or similar IT solutions.
• Familiarity with endpoint detection and response (EDR), antivirus solutions, or basic cybersecurity concepts.
• Experience with log analysis, product testing, or technical troubleshooting.

Additional Requirements:

· Customer-focused with good interpersonal skills.

· Able to work independently and collaborate with other technical teams.

· Organized and capable of maintaining accurate ticket documentation.

· Willing to work on a shifting schedule, if required.

· Able to communicate technical information clearly to both technical and non-technical customers.