Senior Global Escalation Engineer 1

Ahmedabad, GJ, IN, 380006

Technical Support

Sophos Overview – Cybersecurity Evolved

As a worldwide leader in next-generation cybersecurity, Sophos protects nearly 400,000 organizations of all sizes in more than 150 countries from today’s most advanced cyberthreats. Powered by SophosLabs – a global threat intelligence and data science team – Sophos’ cloud-native and AI-enhanced solutions secure endpoints (laptops, servers and mobile devices) and networks against evolving cybercriminal tactics and techniques, including automated and active-adversary breaches, ransomware, malware, exploits, data exfiltration, phishing, and more. The award-winning Sophos Central cloud-based platform integrates Sophos’ entire portfolio of best-of-breed products, from the Intercept X endpoint solution to the XG Firewall, into a single system called Synchronized Security. Sophos products are exclusively available through a global channel of more than 47,000 partners and Managed Service Providers (MSPs). Sophos also makes its innovative commercial technologies available to consumers via Sophos Home. The company is headquartered in Oxford, U.K., and is publicly traded on the London Stock Exchange under the symbol “SOPH

Job Purpose

 

Provide the highest levels of product expertise within the Sophos Support organization and act as a common escalation point for worldwide support and GES specialists as well as partners and customers. Liaise with the Engineering and Product Management teams influencing current/future products and ensuring the proactive flow of information between Global Support and Engineering. We are looking for individuals who are passionate about digging into the deepest levels of our products, sharing the knowhow with others and helping our partners and customers solving their issues showing them how much we care about them. 

 

Duties & Responsibilities

 

  • Troubleshoot, replicate, analyse, diagnose and solve customer issues that have been escalated by members of the Sophos Support Organisation, other Sophos Departments or Third Party Vendors
  • Communicate directly with software engineering to help ensure timely and effective resolution of software issues and questions raised by the worldwide support teams.
  • Share knowhow with colleagues, partners and customers. Use every occasion within or outside customer cases to disseminate knowledge and deflect future customer cases or escalations.
  • Participate and lead regular and frequent meetings with development and product management to address and decide about product defects. Communicate status and results back to Service Delivery on a regular basis.
  • 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.
  • Be a customer ambassador who is passionate about creating a positive customer experience
  • Record all activity in the department’s call logging system and/or the development’s defect tracking system. Adhere to SLAs, and document with a quality that others could seamlessly continue working on the case.
  • Offer support, guidance and training to new starters within the worldwide Support organization
  • Actively contribute to the development of new or changed processes and procedures

 

Skills:

  • Having the ability to manage multiple priorities within a fast paced environment
  • Ability to handle escalated calls while using good judgment to make sound recommendation
  • Ability to work with complex problems where analysis of situations or data requires review
  • Demonstrated self-starter who is willing to change quickly between roles, duties and tasks
  • Adhere to Sophos Support Services best practices
  • Participate in departmental projects
  • Actively participate in team and departmental meetings by providing feedback on current day to day activity and recommendations for improvement.

Organisational Responsibility

 

  • Working within a matrix structure, so the post holder will have to work with peers and senior members of the technical support team alongside other departments within Sophos, especially development and product management
  • Reports to GES Team Leader or Manager

 

 

Skill & Abilities

Essential

Desirable

  • Computer Skills – Setting up, upgrading, trouble shooting, installation and Configuration
  • Presentation skills
  • Customer service – ability to communicate effectively both verbally and written

 

  • Research and Analysis

 

  • Ability to prioritise within a high workload

 

  • English language

 

  • Mentoring

 

  • Coaching

 

  • Negotiation

 

 

Behaviours

Essential

Desirable

  • Problem Solving

Adaptability

  • Communication

Resilience

  • Customer Care

 

  • Time management

 

  • Active Listening

 

  • Team Working

 

  • Attention to Detail

 

  • Sensitivity

 

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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