Staff Knowledge Manager

Our Purpose At SentinelOne, we are driven by a clear purpose: to give the advantage to those who secure our future. As AI reshapes how organizations build, operate, and innovate, the responsibility to protect them becomes more critical than ever. When you join SentinelOne, your work helps protect global enterprises, critical infrastructure, and the technologies shaping tomorrow. If you are motivated by meaningful challenges and want your impact to be real, measurable, and global, you will find purpose here. About Us SentinelOne is a company at the intersection of AI and security, pioneering a new operating model for cybersecurity. Our AI-native platform unifies protection across endpoint, cloud, identity, data, and AI systems to deliver autonomous detection and response with clarity and speed. By combining real-time analytics, intelligent automation, and a unified data foundation, we reduce noise, simplify complexity, and empower security teams to focus on what truly matters. Our teams are builders, problem-solvers, and innovators committed to shaping the future of security. If you are excited to solve hard problems alongside talented, mission-driven people, we invite you to help us build a safer future for humanity. What Are We Looking For? We’re looking for people who are relentlessly curious and committed to continuous learning. AI is reshaping every function across our business, and we enable every team member, regardless of role or level, to build fluency in AI tools and concepts. Those who thrive here actively seek out new solutions, experiment thoughtfully, and apply what they learn to drive better, faster, smarter outcomes. As a Staff Knowledge Manager, you will be tasked with owning the knowledge strategy for SentinelOne's Global Support organization. This is a senior individual contributor role, not people management. Based in Costa Rica, you will work closely with Support, TAM, Product, and the teams building our AI-driven support tools, making sure the knowledge base is accurate, current, and structured well enough to power both human agents and AI assistants like FIN and Support Genie. What Will You Do? Primary responsibilities include: - Own the technical knowledge base end to end, including content strategy, taxonomy, quality standards, and the full content lifecycle from creation and review to retirement. - Partner with Support Engineers and Escalation Managers to turn resolved cases, recurring issues, and technical insights into high-quality KB articles, how-to guides, and troubleshooting content. - Structure and tag knowledge content to ensure it can be effectively consumed by our AI-powered support tools, as well as easily accessed by our teams. - Establish a regular audit and gap analysis process, using case data, search trends, and deflection metrics to identify missing, outdated, or underperforming content. - Define, track, and report on key knowledge base health metrics, including coverage, freshness, usage, and deflection impact. - Train and coach frontline and backline Support Engineers on knowledge contribution standards, best practices, and workflows. - Collaborate with Product Management and Documentation teams to align Support knowledge with official product documentation and ensure consistency across knowledge sources. - Support the integration and rollout of new knowledge sources into the broader Support knowledge ecosystem. What Skills and Knowledge Will You Bring? Ideal candidates will have: - Proven experience building or scaling a technical knowledge management program, ideally in a support or SaaS environment. - Excellent written communication; you can turn a messy case resolution into a clear, reusable article. - Comfort working with data to prioritize what to write next and prove impact. - Experience partnering across Support, Engineering, and Product Management. - Familiarity with AI-assisted support tools (chatbots, copilots, RAG-based search) and what makes content usable by them. - Self-starter who can operate with significant autonomy at a senior IC level. - An authoritative and assertive approach, with a strong ability to drive execution. - Technical training and coaching skills, along with excellent interpersonal skills. - Ability to work hybrid, with 2 days per week onsite. - Strong technical background across endpoint, cloud, or network security is a plus; coding and scripting skills are also a plus. Why SentinelOne? AI is redefining how the world operates and rewriting the rules of security in real time, and SentinelOne was built for this moment. From day one, we architected an AI-native platform designed to operate at machine speed, not as an add-on to legacy systems but as the foundation itself. If you want to build where innovation and impact move together, this is that place. 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 - Competitive leave benefits - Gender-neutral parental leave Insurance & Financial Security - Private medical, dental, and vision insurance Work Perks & Flexibility - Global home office allowance - Internet or mobile phone allowance - Hybrid work model with flexible hours Wellness & Lifestyle - Wellness programs Growth & Community - In-office lunch program SentinelOne is proud to be an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. SentinelOne participates in the E-Verify Program for all U.S. based roles.