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Global Escalation Engineer-Remote



Posted on Wednesday, June 21, 2023
About Us
Sophos is a worldwide leader and innovator of advanced cybersecurity solutions, including Managed Detection and Response (MDR) and incident response services and a broad portfolio of endpoint, network, email, and cloud security technologies that help organizations defeat cyberattacks. As one of the largest pure-play cybersecurity providers, Sophos defends more than 500,000 organizations and more than 100 million users globally from active adversaries, ransomware, phishing, malware, and more. Sophos’ services and products connect through its cloud-based Sophos Central management console and are powered by Sophos X-Ops, the company’s cross-domain threat intelligence unit. Sophos X-Ops intelligence optimizes the entire Sophos Adaptive Cybersecurity Ecosystem, which includes a centralized data lake that leverages a rich set of open APIs available to customers, partners, developers, and other cybersecurity and information technology vendors. Sophos provides cybersecurity-as-a-service to organizations needing fully managed, turnkey security solutions. Customers can also manage their cybersecurity directly with Sophos’ security operations platform or use a hybrid approach by supplementing their in-house teams with Sophos’ services, including threat hunting and remediation. Sophos sells through reseller partners and managed service providers (MSPs) worldwide. Sophos is headquartered in Oxford, U.K. More information is available at
Role Summary
To provide the highest levels of product expertise within Sophos technical support and to act as a common escalation point for worldwide support and Global Escalation Support(GES) specialists. Liaise with the engineering and product management teams influencing current/future products and ensuring the flow of proactive information between Global Support and Engineering.

What You Will Do

  • Troubleshoot, replicate, analyze and diagnosis customer issues that have been escalated by the support teams.
  • Providing technical support to the customer via Phone/Email/Chat and ensuring high Customer Satisfaction
  • Providing inputs to the development team on the bugs, Communicate directly with GES Escalation Engineers to help ensure timely and effective resolution of issues and questions raised by the worldwide support teams.
  • Respond to internal support newsgroup postings, ensuring they are answered within departmental guidelines.
  • Document and record all activities and communication with support staff, customers, DEV team as per the departmental standards of quality.
  • Recording of all activities in the department’s case logging system which needs to be updated so progress can be tracked for each incident.
  • Produce technical articles based on support incidents / hot issues, to assist with the dissemination of technical knowledge.
  • Contribute to Support Readiness processes by pro-active creation of knowledge articles prior to a new release.
  • Liaison with other departments within Sophos to provide technical support input into development and testing of products.
  • Offer support, guidance and training to new starters within the worldwide technical support, ensuring that all departmental standards are introduced and reinforced throughout.
  • Contribute to product training creation – provide technical details, test examples and documentation.
  • Drive support requirements for future product enhancements, capturing and filtering requirements as required.
  • Escalate software issues to members of the Sophos NSG Engineering and Product Management teams with standard defect tracking tools.
  • Create proactive documentation including KBA, whitepapers, notifications and other articles.
  • Assure fulfillment of service levels as defined in customer’s Service Level Agreements. Adhere to and supervise service levels specified; escalate in a timely manner to avoid SLA infringements.
  • Develop measures to optimize customer support, both re-actively as consequence of infringements and proactively to avoid them.
  • Ensure quality of documentation of all activities and status updates, allowing immediate takeover of problem ownership by others members of the GES team
  • Participate in Beta program support if required.
  • Carry out additional tasks as assigned.

What You Will Bring

  • Experience in a customer facing role
  • Experience of supporting customers over the phone within an IT environment
  • In depth experience of installation, configuration and troubleshooting of firewalls, routers, switches and network devices
  • Experience of Email Technology and Web Proxy
  • Experience of Cloud Technologies, AWS, Azure, IPS/IDS or Sophos Products is desirable
  • Expertise on Linux and Windows systems
  • In depth experience of configuration and troubleshooting general networking issues
  • Experience in troubleshooting protocols like HTTP, HTTPS, FTP, Email Protocols, VRRP, FTP, SMB, DNS and DHCP
  • In depth understanding of TCP/IP and ARP to run packet traces and troubleshoot network issues
  • Experience in configuration and troubleshooting wireless devices
  • In depth understanding of VPN protocols such as IPSec, PPTP, SSL
  • Experience of installing, configuring and troubleshooting the Sophos products would be the added advantage
  • Experience in a team environment
  • Experience of working to defined levels of service delivery
  • Ability to handle telephone calls
  • Ability to communicate effectively both verbally and written
  • In depth research and analysis capabilities to reproduce technical issues
  • Ability to prioritize within a high workload.
Ready to Join Us?
At Sophos, we believe in the power of diverse perspectives to fuel innovation. Research shows that candidates sometimes hesitate to apply if they don't check every box in a job description. We challenge that notion. Your unique experiences and skills might be exactly what we need to enhance our team. Don't let a checklist hold you back – we encourage you to apply.
What's Great About Sophos?
· Sophos operates a remote-first working model, making remote work the primary option for most employees. However, some roles may necessitate a hybrid approach. Please refer to the location details in our job postings for further information.
· Our people – we innovate and create, all of which are accompanied by a great sense of fun and team spirit
· Employee-led diversity and inclusion networks that build community and provide education and advocacy
· Annual charity and fundraising initiatives and volunteer days for employees to support local communities
· Global employee sustainability initiatives to reduce our environmental footprint
· Global fitness and trivia competitions to keep our bodies and minds sharp
· Global wellbeing days for employees to relax and recharge
· Monthly wellbeing webinars and training to support employee health and wellbeing
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 who 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