Senior Customer Experience Engineer(Mandarin Speaker)
SentinelOne
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!
What are we looking for?
Passionate about supporting customers and creating an engaging experience? SentinelOne is growing its Customer Success team and looking for a technical expert to support our Community and Customer Success initiatives.
Our CX Engineers provide support and guidance to customers through a variety of mediums (S1 Customer Community, Reddit, etc.) all focused on creating an engaging experience. In this role you will utilize your technical expertise to address customer questions, develop content to enable customers to better utilize the product, host webinars to guide new customers with onboarding, and more. In addition, you will also act as a valuable resource to our Customer Success team, supporting them and their customers with technical questions and guidance.
We are seeking an individual enthusiastic about customer enablement, eager to ensure their customer voice is heard, and capable of building strong relationships inside and outside of the organization. You must be organized, possess exceptional communication skills, able to work cross-functionally, and keep up-to-date on all industry news.
If this is you, and you want to be part of a next-gen growing technology in a company with a fantastic culture, we would love your help making our Customers successful!
What will you do?
- Ensure that SentinelOne is portrayed in a positive, authentic way as an ethical provider of reliable, effective and scalable security solutions
- Support customer questions and requests in our Community and other channels
- Be a strong moderator by either responding directly to or sourcing the appropriate internal point of contact to address customer inquiries requests within our community groups
- Act as a technical resource supporting CSMs with customer inquiries and requests
- Assist with escalation requests and utilize your technical expertise to solve customer challenges
- Present webinars and learning sessions to improve customer experience
- Develop content, materials, and posts to drive utilization and engagement with our customers
- Create scripts utilizing APIs and other methods to support customer requirements
- Stay up-to-date with the latest industry trends/content/topics surrounding S1, cybersecurity, and endpoint management
- Implement operational strategies that are designed to increase engagement and quantity of members within the community
- Utilize data to showcase impact and value of efforts across the team
- Represent and advocate Customer needs/issues cross-departmentally.
- Continuously improve methodologies, deliverables and process to create an unparalleled Customer Experience
What experience and skills you should bring?
- Possess a Customer-centric approach, you enjoy working with Customers and supporting them in their experience
- At least 4 - 6 years prior experience in related roles technical support, training, professional services, etc.
- Experience supporting Community environments or engaging with customers virtually
- Knowledge of security technologies, architecture and operations and experience in advising customers on best practices
- Knowledge of threat handling, incident response and SOC operations
- Experience with data analysis and reporting
- Proficient in Windows, MacOS and Linux operating systems
- Thrives in a multitasking environment and can adjust priorities on-the-fly
- Mandarin speaker needed to interact with customers in the region
What will separate you from other candidates?
- Experience with host base (endpoint agent) security solutions is preferred
- Training and enablement services delivery experience
- REST API scripting proficiency
- Exposure to Kubernetes/K8
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.