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Customer Experience Engineer

2 months ago

Kuala Lumpur, Kuala Lumpur, Malaysia SentinelOne Full time
{"h1": "Customer Experience Engineer - Mandarin Speaker", "p": "At SentinelOne, we're redefining the future of cybersecurity with our XDR platform. As a Customer Experience Engineer, you'll play a critical role in supporting our customers and creating an engaging experience. Your technical expertise and passion for customer success will drive our Community and Customer Success initiatives.

Responsibilities:

* Ensure 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 and 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.

Requirements:

* 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 sets you apart:

* Experience with host base (endpoint agent) security solutions is preferred.
* Training and enablement services delivery experience.
* 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.

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