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Technical Support Engineer L2 (NSG)



IT, Customer Service
Posted on Wednesday, June 21, 2023
Sophos is a worldwide leader in next-generation cybersecurity, protecting more than 500,000 organizations and millions of consumers in more than 150 countries from today’s most advanced cyberthreats. Powered by threat intelligence, AI and machine learning from SophosLabs and SophosAI, Sophos delivers a broad portfolio of advanced products and services to secure users, networks and endpoints against ransomware, malware, exploits, phishing and the wide range of other cyberattacks. Sophos provides a single integrated cloud-based management console, Sophos Central – the centerpiece of an adaptive cybersecurity ecosystem that features a centralized data lake that leverages a rich set of open APIs available to customers, partners, developers, and other cybersecurity vendors. Sophos sells its products and services through reseller partners and managed service providers (MSPs) worldwide. Sophos has major hubs around the globe. More information is available at
Job Purpose
This role is in our Network Security Support Group. You must be capable of delivering technical support to both our partners and global customer base on our Network Security products and other associated products.
You will work as part of a team of engineers to deliver a world-class support experience to our customers and partners. You will use primarily Phone and Email to support our partners and customers.
You may also be required to utilize Live Chat and social media platforms as well. You will adhere to our support best practices, as well as the Service Level Objectives in our support agreements. Your responsibilities will also require you to liaise with other parts of the Sophos organization on a day-to-day basis.

What will you do

  • Provide Sophos customers and partners with a world-class technical support experience within the defined parameters of the Support Runbook, with a focus on driving customer loyalty and advocacy.
  • Answer questions, troubleshoot, and resolve issues reported by partners & customers; issues can include, but are not limited to: Installation issues, best practice configuration, network troubleshooting, Windows, Linux, Mac and Unix OS configuration.
  • Provide Team Leader or Manager feedback on Technical Support procedures and policies, with the goal of improving overall customer experience, and team efficiency.
  • Build a strong and demonstrable knowledge of our products.
  • Collaborate with teammates, senior Support engineers, and other colleagues as necessary to ensure we provide the most ideal resolutions to partners and customers.
  • Mentor and share information with colleagues to increase team competency and knowledge.
  • Document helpful solutions, and work with the L0 team to share with our customers, partners, and colleagues via our self-help channels.
  • Actively contribute to the ongoing improvement of the team by working with colleagues and managers to modify existing processes or develop new ones

What will you bring

  • Strong technical knowledge and understanding of IT Security concepts, including antivirus, networking and encryption technologies
  • Ability to handle escalated calls while using good judgment to make sound recommendations
  • Advanced computer skills and at least 1year experience including but not limited to: Linux, Unix, DNS, Networking, Network security, Apache, Proxies, Email security, http protocol, bash, web proxy, web security, spam filtering, Active Directory
  • Understanding of network protocols like HTTP, SMTP, FTP, SMB, DNS and DHCP
  • Basic to intermediate knowledge and understanding on the following concepts: Security, Firewalls, and Cloud.
  • Knowledge of Active Directory including GPOs, Domain Controller trust relationships, and LDAP.
  • Demonstrates active listening skills
  • Excellent Comprehension skills-ability to understand and process information quickly
  • Excellent verbal and written communication skills, inspiring confidence while leading customers through the steps to resolve issues
  • Japanese Fluency is required
  • Ability to give responses that are relevant to the questions
  • Ability to give a comprehensive response
  • Ability to share information in a clear and easy to understand the manner
  • Ability to work under pressure
  • Shows enthusiasm to learn new skills
  • Respects commitments, has a high sense of integrity and work ethics
  • Knows how to manage time efficiently
  • Has good interpersonal skills
  • Good persuasive skills
  • Demonstrated self-starter who can adapt quickly between roles, duties and tasks
  • Excellent problem solver who is able to break down complex technical scenarios into component parts and test where issues are generating from and able to isolate the root cause of the issue
What's Great About Sophos?
· 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 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