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. What Will You Do? Primary responsibilities include: - 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. What Skills and Knowledge Will You Bring? Ideal candidates will have: - 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. We invest in our Sentinels with comprehensive, competitive benefits designed to support you and your family: Equity & Rewards - Restricted Stock Units (RSUs) - Employee Stock Purchase Plan (ESPP) Time Off & Wellbeing - Flexible time off - Paid company holidays and paid sick time - Gender-neutral parental leave - Grandparent leave Insurance & Financial Security - Medical, dental, and vision coverage - 401(k) retirement plan with company match - Life and disability insurance - Health and dependent care FSA - Voluntary benefits (hospital, accident, critical illness) - Employee Assistance Program (EAP) - ARAG pre-paid legal - Nationwide pet insurance - Cancer Care program - Global business travel medical insurance Work Perks & Flexibility - Home office allowance - Mobile phone reimbursement Wellness & Lifestyle - Wellness coach - Wellness/gym reimbursement - Fertility coverage This U.S. role has a base pay range that will vary based on the location of the candidate. For some locations, a different pay range may apply. If so, this range will be provided to you during the recruiting process. You can also reach out to the recruiter with any questions. Base Salary Range $156,000-$215,000 USD