Staff Software Engineer, Endpoint Escalations (C++, Windows/OS Internals)

SentinelOne is a company at the intersection of AI and security, pioneering a new operating model for cybersecurity. As a Staff Software Engineer, Endpoint Escalations, you will serve as the technical backbone for critical customer incidents involving the Windows EDR agent, diagnosing complex failures at the code and OS-internals level.

Responsibilities:

• 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

Requirements:

• 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