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Global Escalation Engineer

Ahmedabad, GJ, IN, 380006

Technical Support

Sophos Overview – Cybersecurity Evolved

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

Provide the highest level of quality and support for Sophos Central Platform, Sophos products in the platform and Reflexion Email to Partners, Customers and internal support teams.  

As a GES Support Engineer, you will assist our partners, customers and internal support teams by troubleshooting,researching and working with Development teams to identify and resolve issues and continue to improve the Sophos experience. 

Liaise with the Engineering and Product Management teams influencing current/future products and ensuring the proactive flow of information between Global Support and Engineering.

 

Main Duties

  • Engage and mentor as the senior level support engineer for Sophos Central Platform and Reflexion related products with all support teams, development, partners and customers.
  • Demonstrate a strong customer service focus with the commitment to excellence and desire to delight customers
  • Provide mentoring to Level 1 & Level 2 teams for support questions and training purposes
  • Contribute to Sophos release processes by identifying product issues, by communicating product enhancements, by testing new versions, providing feedback and help creating technical training with a focus to continuously improve our products and avoid unnecessary cases or escalations.
  • 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
  • Learning and utilizing specific software tools and problem solving strategies to solve customer issues and continuously improve our processes
  • Create online help documentation (articles, community posts, etc.) for both internal teams and external customers
  • Actively contribute to the development of new or changed processes and procedures as needed
  • The ability to multi task and manage multiple priorities within a fast paced environment
  • Provide feedback concerning Technical Support procedures and policies, with the goal of improving overall customer satisfaction.
  • Provide feedback to Management regarding trending issues and being able to distinguish between an issue affecting one or multiple customers.
  • Exceed departmental goals for Case Management, Phone and Email response times, and Net Promoter scores.
  • Identify and raise product defects and suggestions in line with defined procedures.
  • Actively participate in team and departmental meetings by providing feedback on current day-to-day activity and recommendations for improvement.
  • Drive communication response to support teams during incident situations.
  • Test and identify issues within Central with new products and platform releases.
  • Able to understand and further isolate root cause in case issues by self and when needed know or be able to figure out who the right people are that can assist
  • Think outside the box.  Something may be not working optimally or at all, what are workarounds or methods that can be provided to our customers / partners that would work while a fix or feature is being developed and released.
  • Work closely with the product teams to ensure product supportability is engineered in early in the development life cycle
  • Desire and ability to learn products that will play a part in Central (NSG or ESG related products)
  • After hour support including weekends (testing on releases) when needed (rotation)
  • Work on short notice in the event of an escalated issue, to cover additional case volumes or as needed
  • Continual professional & personal development, updating job knowledge by participating in educational opportunities, reading professional publications, maintaining internal and external personal networks
  • Use and create knowledgebase articles in line with industry, established best practice, based on new product information, support incidents, and/or common or critical issues

 

Skills & Experience

  • Working knowledge of Central Platform and the components that make up Central including Endpoint, Firewall and email.
  • Understands Email and Email Routing, including MX Records and DNS.
  • Recording all activity in the department’s call logging system, updating cases within SLAs, so that progress can be tracked with each customer’s incident, viewed via the customer portal, and reports generated for high profile customers
  • Excellent verbal and written communication skills, inspiring confidence while guiding customers through the steps to resolve issues via phone and email.
  • Use and create knowledge-base articles in line with departmental best practice based on new product information, support incidents, and/or common or critical issues
  • Ability to handle escalated calls while using good judgment to make sound recommendations
  • Review cases for technical complexity and make recommendations to team members with regards to escalation according to departmental Best Practice
  • Ability to work with complex problems where analysis of situations or data requires review
  • Exercises judgment within defined procedures and practices to determine appropriate action
  • Demonstrated self - starter who is willing to 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
  • Analyse and clarify customer queries though troubleshooting and researching existing knowledge-base articles / known issues. 
  • Adhere to Sophos Support Services best practices
  • Participation in departmental projects and with other GES teams and Developers
  • Actively participate in team and departmental meetings by providing feedback on current day-to-day activity and recommendations for improvement.

 

Abilities and Behaviors

  • Quick learner to understand new Central products and features
  • Outgoing and engaging mentality and personal drive towards customer satisfaction and providing feedback and actions to support and dev teams to improve Sophos Central.
  • Self-starter and self sufficient
  • Clear communication and confidence when working with customers / partners
  • Attention to detail
  • Sees and initiates improvements
  • Engaging and enjoys sharing knowledge with other colleagues
  • Operates with energy, direction, speed but with quality and pro-activeness
  • Accountability
  • Love for diving into things to see how it works and identifying what does not work (testing)
  • Clear written skills
  • Ability to prioritize within a high workload
  • Incident Management

 

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.