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Sr. Manager, Technical Support
hace 4 semanas
**About Us**:
SentinelOne is defining the future of cybersecurity through our XDR platform that automatically prevents, detects, and responds to threats in real-time.
Singularity XDR ingests data and leverages our patented AI models to deliver autonomous protection.
With SentinelOne, organizations gain full transparency into everything happening across the network at machine speed - to defeat every attack, at every stage of the threat lifecycle.
We are a values-driven team where names are known, results are rewarded, and friendships are formed.
Trust, accountability, relentlessness, ingenuity, and OneSentinel define the pillars of our collaborative and unified global culture.
We're looking for people that will drive team success and collaboration across SentinelOne.
If you're enthusiastic about innovative approaches to problem-solving, we would love to speak with you about joining our team
**PLEASE READ BEFORE APPLYING**:
**Applicants **_must_** reside in Costa Rica**:
**What You'll Be Doing**:
- Conduct weekly 1x1 meetings with direct employee's, and skip-level meetings with individual contributors in the group
- Recruit and promote talents
- Collaborate with HRBP/People Org to manage career path, maintain employee's well-being, and recognize out-performers
- Take active measures to minimize attrition
- Efficient resource management to deliver all assignments, especially resiliency and ability to support all assigned products
- Ensure knowledge & skills gaps are addressed in timely manner
- Zoom out - 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 can-do approach and assist colleagues from different teams/organizations
- Keep the group aligned with your vision and targets though frequent meetings
- 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
**What We're Looking For**:
- 6+ years of experience managing enterprise-level customer relationships with a successful track record of driving retention and growth
- 3+ years of experience managing a team; a natural leader and passionate coach who inspires his/her team to elevate performance
- Collaborative team player with track record of partnering with sales and other cross-functional stakeholders to deliver results, help identify and close new business, and drive retention
- Ability to thrive in a high growth, fast paced environment and adapt quickly to changing demands
- Data driven decision maker with a strong focus on execution
- Demonstrated experience building relationships with key executives
- Proactive problem-solver with the ability to execute at both the strategic and tactical level; able to roll up his/her sleeves to get things done
- Strong operational rigor and effective project management skills; able to drive cross-functional collaboration to achieve results
- Tech savvy and excited to learn SentinelOne products; ability to evangelize our cloud content management platform alongside a team of CSMs
SentinelOne is proud to be an Equal Employment Opportunity and Affirmative Action employer.
We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.
SentinelOne participates in the E-Verify Program for all U.S. based roles.
