Escalation Engineer - AI Security

SentinelOne(28 days ago)

HybridFull TimeMedior$120,784 - $160,773 (estimated)Customer Success

About this role

The Escalation Engineer is a specialist within an engineer-first Customer Success team supporting Prompt Security’s Generative AI security platform. The role focuses on establishing a dedicated technical support function, driving the transition from startup to enterprise-scale operations, and ensuring SLA-driven, high-quality customer outcomes. It involves close collaboration with engineering and Technical Success Managers and contributing to 24x7 coverage, knowledge base development, and support process design.

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Required Skills

Technical Support
Troubleshooting
SLA Management
Bug Tracking
On-Call
Knowledge Management
Process Improvement
Training
Customer Collaboration
Case Management

+5 more

About SentinelOne

sentinelone.com

New Relic is a full‑stack observability platform that helps teams monitor, troubleshoot, and optimize software and infrastructure performance. It ingests telemetry — metrics, logs, traces, events and browser/session data — via agents and APIs to provide APM, infrastructure monitoring, distributed tracing, logs, synthetics/real‑user monitoring, and session replay. The platform exposes unified dashboards, alerting, analytics (NRQL), and many integrations to help DevOps, SRE and engineering teams detect incidents, pinpoint root causes, and improve reliability and customer experience. New Relic is cloud‑native friendly and designed for quick instrumentation across languages and environments.