Escalation Engineer

About Us

At SentinelOne and Prompt Security, Customer Success means delivering technical excellence while building trusted partnerships. The Escalation Engineer serves as a specialist role within our engineer-first Customer Success team, focusing on complex issue resolution and ensuring our customers receive timely, high-quality technical support as we scale our Generative AI security platform.

What Are We Looking For

Prompt Security is seeking an Escalation Engineer to establish our dedicated technical support function and serve as a frontline expert for our Generative AI security platform. This role will be responsible for SLA-driven support, bug tracking and management, and contributing to our 24x7 coverage model. You'll be instrumental in transitioning our support operations from startup to enterprise-scale, working closely with engineering teams and Technical Success Managers to resolve complex technical issues and build scalable support processes. As an Escalation Engineer, you'll manage the full lifecycle of support cases, provide expert technical troubleshooting, build our knowledge base and support processes, and help train external support partners while occasionally supporting customer success engagements.

What Will You Do?

• Technical Support and Troubleshooting
  -Serve as a technical troubleshooting expert, diagnosing and resolving complex platform issues within defined SLAs
  - Manage the full lifecycle of support cases from initial triage to resolution and documentation
  - Identify, document, and track bugs while coordinating with engineering teams for resolution
  - Contribute to 24x7 support coverage through on-call rotations as needed

• Knowledge Management and Process Improvement
  - Build and maintain a comprehensive knowledge base documenting common issues, workarounds, and solutions for both internal and customer use
  - Identify recurring support patterns and collaborate with engineering on product improvements to reduce support volume
  - Establish and optimize support processes and procedures as the function scales from startup to enterprise operations
  - Develop training materials and train SentinelOne support partners handling T1 support

• Customer Success Collaboration
  - Work closely with Technical Success Managers and engineering teams to ensure seamless escalations and issue resolution
  - Provide technical backup during implementation phases when needed
  - Communicate effectively about technical issues with both technical and non-technical stakeholders
  - Contribute to customer health monitoring by flagging technical issues that may impact retention

What Skills and Knowledge Should You Bring?

• 3+ years of experience in technical support for SaaS or security products, preferably in enterprise environments
• Strong troubleshooting methodology and ability to diagnose complex technical issues systematically
• Experience with enterprise-level support processes and SLA management
• Self-starter mentality with experience building support processes from the ground up

Domain expertise in:
         - Enterprise SaaS platforms
         - Cloud infrastructure
         - Information security principles and cybersecurity products
          - Container technologies and Kubernetes platforms
         -  AI/ML concepts (preferred but willing to train)
         - Support methodologies and best practices

One of these is nice to have:
         - Major cloud platforms (AWS/GCP/Azure)
         - Container technologies and Kubernetes (hands-on experience required)
         - API testing and troubleshooting
         - Networking fundamentals
        - Support ticketing systems (Zendesk, potential SFDC experience a plus)

Why us?

Join a cutting-edge company tackling extraordinary challenges alongside top industry talent. Enjoy flexible hybrid work in Prague (Karlin), Brno (Clubco), or remotely across CZ/SK. Only Prague-based employees are required to work from the office at least two days per week.

Competitive Benefits Package:

• Stock & Bonuses: Grant of Restricted Stock Units with a 4-year vesting plan, annual performance-based bonuses, and an employee stock purchase plan.
• Time Off & Well-being: Flexible Time Off, on top of the standard 5 weeks vacation, flexible paid sick days, fully paid Short Term Sick/Nursing Leave, 16-week parental leave, grandparent leave, and additional company holidays.
• Insurance & Health: Pension Insurance Contribution, Premium life insurance, Private medical care (for you and +1), and a Global Employee Assistance Program.
• Work Perks: Monthly meal and well-being allowance, high-end MacBook/Windows laptop, work-from-home support, and in-office refreshments.
• Growth & Community: LinkedIn Learning, internal mentoring, educational support, generous referral bonuses, and optional company events (sports, BBQs, charity).

Be part of an inclusive, innovative workplace that values belonging, flexibility, and growth!