Technical Support Engineer, Sophos
Endpoint Support Group (ESG), German Speaking
Cybersecurity-as-a-Service
Job no longer available
Cybersecurity-as-a-Service
1001+ employees
Job no longer available
1001+ employees
Company mission
To develop powerful and intuitive products and services that provide the world's most effective cybersecurity for organizations of any size.
Role
Who you are
- Business level German and English language skills - both written and verbal
- Experience of supporting customers over the phone within an IT environment
- Experience in handling customer cases via email systems
- Experience of installation, configuration and troubleshooting of Windows Desktop and Server operating systems. MCITP certification is an advantage
- Experience of using and troubleshooting macOS and Android operating systems
- Know how to frame and understand customer issue and troubleshoot it through to resolution
- A level of knowledge in supporting customers who have been compromised by Malware
- Experience writing knowledge base articles for internal publication
- Experience with security solutions (Anti-Malware, Mobile, Email, Web and Encryption standards)
- Troubleshooting using Wire shark or similar for packet analysis
- Experience in troubleshooting protocols like HTTP, SMTP, FTP, SMB, DNS and DHCP
- Demonstrated self - starter who can adapt quickly between roles, duties and tasks
- Excellent verbal and written communication skills, inspiring confidence while leading customers through the steps to resolve issues via phone, chat and email
What the job involves
- Sophos are seeking applications for the position of Cyber Security Support Specialist (Endpoint)
- You must be capable of delivering technical support, to both our partners and global customer base
- Sophos are a leading network and Endpoint security vendor who deliver high quality support to both our Partners and Customers
- We are looking for technically minded individuals with strong troubleshooting skills to be part of our dynamic technical support team in Cork, Ireland
- Not only will you will be able to help customers resolve technically complex issues, but you will also be working closely with the Engineering, Professional Services, Sales Engineering and other cross functional teams to provide feedback for improving the product quality and reliability of our products
- You will also be involved in identifying opportunities for process and procedure enhancements to drive efficiency and customer service satisfaction levels
- Having a strong customer service focus with the commitment to excellence
- Being a customer ambassador who is passionate about creating a positive customer experience
- Solving problems and delivering an experience so profound that customers love using our products and services and actively recommend them to others
- Research incidents by replicating customer’s issues within a test environment
- Escalate incidents by collaborating with the Global Escalations Support team and other departments within Sophos
- Perform technical training and presentations of software and processes to other Sophos staff
- Learning and utilizing specific software tools and problem-solving strategies to solve customer issues and continuously improve our processes
- Creating online help content (articles, community posts, etc.) to document previously unknown solutions and help a large group of customers
- Actively contributing to the development of new or changed processes and procedures
- Having the ability to manage multiple priorities within a fast-paced environment
- Record all activity in the department’s call logging system, updating cases within SLA
Otta's take
Sam Franklin
CEO of Otta
Due to the fast-evolving nature of cybercrime, companies can struggle to keep their security up-to-date and resilient. Sophos provides managed cybersecurity services to identify and resolve cyberthreats within all sizes of organisations, combining cutting edge cybersecurity tech with expert support teams.
Leveraging AI and machine learning, Sophos' system automates the detection and blocking of over 99% of threats, meaning its analysts only have to hunt down and stop the most sophisticated attackers. As well as its Managed Detection and Response (MDR) product - which, serving over 15,000 customers, is the most-used on the market - the company also delivers Incident Response Services for those experiencing an active threat.
Sophos is not a new player in the cybersecurity space, but has demonstrated its dedication to innovation with continued product launches, updates, and acquisitions such as that of BAE spinout SOC.OS that have kept its tech at the front of the market. Alongside many of its peers, the effects of the economic climate have caused Sophos to cut staff as it focusses on achieving “the optimal balance of growth and profitability", but this recent hiccup does not take away from its position as a market leader continuously leading adaption in the space.
Insights
Few candidates hear
back within 2 weeks
36% female employees
-6% employee growth in 12 months
Company
Funding (1 round)
Jul 2020
$2.6m
SEED
Total funding: $2.6m
Company benefits
- Remote-first working model & hybrid options
- We encourage teams to get together in person periodically to help facilitate teamwork
- Flexible start and end times for many roles
- Leadership development program
- Access to LinkedIn Learning
- Global internal coaching program (Coach Match)
- Periodic Sophos wellness days off for all Sophos to help employees relax and recharge
- Global wellbeing program, which offers a range of wellbeing resources, including Sophos Wellbeing Webinars, Stress Management Toolkits, and Developing Resilience Courses
- Free Employee Assistance Program (EAP) for confidential advice and counseling on a wide range of work and personal issues
- Free annual subscription to the Calm app
- Paid parental leave, caregiver leave & bereavement/compassion leave available
- We host some unforgettable social experiences for our global teams including our music festival SOPH-Fest, go-karting, Sophmudder, and incredible holiday parties!
- Our annual global fitness challenge, SOPH-Fit, sees thousands of employees taking part in our virtual global race around the world
- Each quarter, we celebrate our exceptional global team by running the Sophos Values Awards, which recognizes and rewards employees who embody the Sophos values and who we are as a company
- Health care benefits available worldwide
Company values
- Simplicity: We strive to embrace design, automation, and re-engineering across our products and business operations. We aim to create instinctive next-gen products that provide IT professionals with exactly what they need to do their jobs efficiently and effectively.
- Empowerment: We support and enable people to do great work. We trust people to take ownership, to take smart risks, and to deliver results. We encourage people to take action, to seek knowledge, and to question actions inconsistent with our mission, values, or principles.
- Passion: We care intensely about our success and our impact. We maintain high standards and continuously strive to improve. We inspire others.
- Innovation: We stay at the forefront and advance the boundaries of what is possible. If we fail, we do it quickly, learn, share the lessons learned, and move forward. We always seek better approaches to what we do.
- Authenticity: We are genuine, transparent, and honest. We admit our mistakes and strive to remain self-aware. We say what we think, even if it might be difficult.
Company HQ
Abingdon, UK
Founders
Kris Hagerman
(CEO, not founder)Former CEO of Corel Corporation, who previously served as Group President of Data Center Management at Symantec. Was also Executive VP and GM of Storage and Server Management at Veritas Software, as well as CEO and Founder of both Bigbook and Affinia.
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