Staff Software Engineer

Who you are

• 8 or more years of hands-on technical experience handling complex customer escalations, with the ability to read and debug C/C++ code
• Deep, hands-on knowledge of Windows internals: kernel/user-mode boundary, drivers, process/memory management, file system filters, networking stack, and Windows debugging tools (WinDbg, kernel/user dumps etc.)
• Excellent ability to debug and troubleshoot complex, ambiguous problems down to the code level
• Excellent verbal and written communication skills and experience working directly with customers and senior leadership
• Experience with security-oriented or endpoint protection software (EDR/XDR, AV, or similar) is a strong advantage
• Experience with Linux and MacOS operating systems is a strong advantage
• Experience with Endpoint backend is an advantage

What the job involves

• 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 a Staff Software Engineer, Endpoint Escalations, you will be tasked with serving as the technical backbone for our most critical customer incidents involving our Windows EDR agent
• You will sit at the intersection of deep systems engineering and high-stakes customer communication, diagnosing complex, real-world failures at the code and OS-internals level, and representing SentinelOne engineering directly to customers, including senior technical and executive stakeholders, during active incidents
• Own and drive resolution of the most complex, escalated customer issues involving our Windows endpoint agent
• Perform deep root-cause analysis across the Windows stack and our own C++ codebase
• Read, debug, and if needed, modify or patch code to resolve or work around issues
• Act as the engineering primary technical point of contact during high-severity incidents, communicating status, findings, and remediation plans with clarity and composure
• Partner with engineering, QA, support, and product teams to translate escalation patterns into permanent fixes, and feed field learnings back into the product roadmap
• Build and maintain tooling and runbooks that make future escalations faster to triage and resolve
• Mentor support and engineering teams on Windows internals and debugging methodology to raise the bar on first-line triage

Benefits

• Medical, dental, and vision coverage
• Employee assistance program
• Gym reimbursement
• Incentive-based challenges
• Mental health and mindfulness
• Unlimited Time Off
• Grandparent Leave
• Volunteer Time Off
• Paid Sick Time
• Paid Holidays
• 16 weeks Gender-Neutral Parental Leave
• Restricted Stock Unit Program
• Flexible Spending Accounts
• Life Insurance
• Short and Long Term Disability Insurance
• 401K
• Team building activities
• Celebrations and social gatherings
• Community volunteering events
• Global all hands and local town hall events