IT Support Engineer

About the role

SentinelOne is seeking an IT Support Engineer to provide technical assistance to internal users across multiple platforms. The role is hybrid, based in the America Free Zone in Heredia, and involves troubleshooting hardware, software, and networking issues for a global workforce.

Key responsibilities

• Serve as the first point of contact for end‑users via phone, email, or ticketing system.
• Diagnose and resolve issues on Windows, macOS, and Linux devices.
• Support remote users by providing assistance through Zoom, Slack, or other collaboration tools.
• Maintain clear communication on ticket status and resolution timelines.
• Manage service requests, incidents, and tasks within SLA, escalating to L2 when needed.
• Create and maintain knowledge base articles for the helpdesk team.

Required profile

• Strong technical support background with experience in multi‑platform environments.
• Ability to work independently and collaboratively with teams across APJ, EMEA, and the USA.
• Excellent written and verbal communication skills in English.

Required skills

• Windows, macOS, Linux troubleshooting
• GSuite administration
• Jumpcloud
• Slack
• Zoom
• Microsoft Intune
• Okta
• Active Directory
• 1Password
• JIRA
• Confluence
• Asset management tools
• Service Desk / ticketing systems