Technical Support Engineer - Social Media

Ahmedabad, GJ, IN, 380006

Technical Support

Sophos Overview – Cybersecurity Evolved

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 is headquartered in Oxford, U.K. More information is available at www.sophos.com


Job Purpose

To engage and support Sophos customers online by delighting them with professional, accurate, and timely responses. Helping to deflect support cases by providing information and answers in a "one-to-many" approach via the Sophos Community forums, creating quality Self-help content, and reaching out to the knowledge base/Documentation team if needed. Additionally, proactively reaching out to Sales to inform them of unhappy/dissatisfied customers (thus preventing a potential sales escalation).


Skills & Experience

  • Experience in a customer-facing role.
  • At least 5 years of hands-on experience with Endpoint products.
  • In-depth experience in installation, configuration, and troubleshooting of mainstream endpoint products. Experience with Sophos Endpoint products is desirable.
  • Extensive experience in installation, configuration, and troubleshooting of Windows, Linux, and Mac Endpoint/Servers.
  • Experience with Active Directory (or any LDAP variant) group policy configuration and deployment.
  • Experience with cloud virtualization such as Amazon AWS or Microsoft Azure.
  • The ability to work with complex problems where analysis of situations or data requires review.
  • Outstanding verbal and written communication skills, inspiring confidence while leading customers through the steps to resolve the issue.
  • Organized self-starter that is accountable and responsible for their work
  • Strong technical knowledge and understanding of IT security concepts, including antivirus, networking, and encryption technologies
  • Advanced computer skills including but not limited to: Active Directory, SQL, Networking, Microsoft Exchange, VMWare, Linux/UNIX, Mac, Microsoft Windows, Windows Server Administration, including Domain Controllers, Active Directory, IIS, and SQL
  • Thorough knowledge and understanding of the following concepts: Security, Cloud, Data protection, Encryption, Malware, Spyware, Cyber Security, Firewalls, Antivirus, and Disaster Recovery
  • Knowledge and understanding of the online Sophos Community platform and experience with the various social media platforms are desirable.  


Main Duties

  • Provide high-quality responses on Sophos Community and other platforms within SLA times.
  • Help with content creation in the form of videos and articles. 
  • Collaborate with internal teams on different projects.
  • Act as a Sophos Ambassador to build and develop the Sophos Community and provide an excellent online customer support experience
  • Deflect support cases by proactively resolving customer queries that arrive on online platforms.
  • Troubleshooting customer issues through scheduled remote sessions
  • Amplify urgent Sophos Support product advisories and latest version releases through social media.
  • Act as a technical contact for the Sophos Support Video Team to help produce informative and engaging how-to & troubleshooting guides and videos.
  • Actively review, moderate, and verify community content to ensure technical accuracy and quality
  • Collect, assess, and relay valuable user feedback and suggestions to Sophos stakeholders to drive product & documentation improvement.
  • Monitor and expedite the escalation of user issues that are reported online.
  • Effectively cross-collaborate with various internal Sophos teams to resolve complex issues.
  • Willing to work in APAC/UK shift and sometimes on the weekend.


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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