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.