Global Escalation Engineer 3

Ahmedabad, GJ, IN, 380006

Technical Support

Sophos evolves to meet every new challenge, protecting more than 400,000 organizations of all sizes in more than 150 countries from today’s most advanced cyberthreats. Powered by SophosLabs, our cloud-native and AI-enhanced solutions are able to adapt and evolve to secure endpoints and networks against never-before-seen cybercriminal tactics and techniques. Managed through our award-winning, cloud-based platform, Sophos Central, our best-of-breed products work together through our unique Synchronized Security system to share threat intelligence and respond to evolving threats. The Sophos suite of products secures networks and endpoints against automated and active-adversary breaches, ransomware, malware, exploits, data exfiltration, phishing, and more.

Job Purpose

To provide the highest levels of product expertise within Sophos technical support and to act as a common escalation point for worldwide support and 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

Location - Ahmedabad.


Main Duties

  • Troubleshoot, replicate, analyze and diagnosis customer issues that have been escalated by the

worldwide support teams.

  • 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.


Special Conditions:


  • To provide Technical Support to Sophos customers during weekends and public holidays as per the department’s rota.
  • To provide On-Call technical support during weekends as per the rota
  • Comfortable working in Europe and Americas shift hours


Skills & Experience

  • 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 mainstream Sophos NSG Products like XG & UTM9
  • Experience of Sophos NSG products like SEA, SWA, Cyberoam, Central products, etc is desirable
  • In depth experience of installation, configuration and troubleshooting of Windows and Linux servers
  • In depth experience of configuration and troubleshooting general networking issues
  • Experience in troubleshooting protocols like HTTP, HTTPS, Email Protocols, FTP, SMB, DNS and DHCP
  • Understanding of TCP/IP and ARP to run packet traces and troubleshoot network issues
  • Experience in configuration of Firewalls
  • General understanding of VPN protocols such as IPSec, PPTP, SSL
  • Experience in a team environment
  • Experience of maintaining agents and queues associated to SLA’s within a call routing system
  • Experience of working to defined levels of service delivery
  • Telephone skills – ability to handle telephone calls
  • Customer service – 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


Equal Opportunities

Sophos is committed to equality opportunity in all areas of its work. All qualified applicants will be treated in a fair and equal manner and in accordance with the law regardless of gender, marital status, race, religion, colour, age, disability or sexual orientation.

If you choose to explore this 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 dataprotection@sophos.com.

At Sophos, we want every organization to be protected by innovative, next-generation IT security, even those who don't have a huge IT staff. We protect organizations of all sizes, all around the world by making enterprise-grade security that is simple to deploy, manage, and use. It is our passion, and something we are truly proud of.

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