Role Summary
As a Technical Support Engineer, you will have the opportunity to support our customers and learn cutting edge technologies in the dynamic software security space.
What you will do
Having a strong customer service focus with the commitment to excellence and desire to delight customers and being a customer ambassador who is passionate about creating a positive customer experience.
Solving technical problems and delivering an experience so profound that customers love using our products and services and actively recommend them to others.
Handle customer complaints and escalations (via phone, email, remote desktop) by talking to customers directly.
What you will bring
Strong technical knowledge and understanding of IT Security concepts, including networking, firewall and VPN technologies.
Excellent verbal and written communication skills, inspiring confidence while leading customers through the steps to resolve issues via phone and email.
Ability to handle escalated calls while using good judgment to make sound recommendations.
Advanced computer skills and including but not limited to: Linux, Unix, Postfix, DNS, BIND, Networking, Network security, Proxies, Email security, http protocol, shell scripting, bash, web proxy, web security, spam filtering, Active Directory.
Understanding of network protocols like HTTP, SMTP, FTP, SMB, DNS and DHCP.
Thorough knowledge and understanding of the following concepts: Security, Cloud, Firewalls, VPN, Malware, Spyware, Cyber Security.
Experience of installation and configuration of Mac OS, UNIX or Netware.
#LI-Remote
What’s Great About Sophos?
Our Commitment To You
We’re proud of the diverse and inclusive environment we have at Sophos, and we’re committed to ensuring equality of opportunity. We believe that diversity, combined with excellence, builds a better Sophos, so we encourage applicants that can contribute to the diversity of our team. All applicants will be treated in a fair and equal manner and in accordance with the law regardless of gender, sex, gender reassignment, marital status, race, religion or belief, color, age, military veteran status, disability, pregnancy, maternity or sexual orientation. We want to give you every opportunity to show us your best self, so if there are any adjustments we could make to the recruitment and selection process to support you, please let us know.
Data Protection
If you choose to explore an opportunity, and subsequently share your CV or other personal details with Sophos, these details will be held by Sophos for 12 months in accordance with our Privacy Policy and used by our recruitment team to contact you regarding this or other relevant opportunities at Sophos. If you would like Sophos to delete or update your details at any time, please follow the steps set out in the Privacy Policy describing your individual rights. If you have any questions about Sophos’ data protection practices, please contact [email protected].
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