Team Lead 2, Technical Support

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.”

Duties and Responsibilities

 

The ideal candidate demonstrates knowledge of Security technology products and team dynamics across the organization, as well as the superior coaching and motivational skills required to engage, develop and retain top talent on a high-performance team. He/ She will be responsible for:

  • Leading and managing the activities of a skilled Technical Support Engineers team in a 24X7 global technical support environment responsible for supporting Sophos customers around the world.
  • Building high performance teams and develops people, creating a shared vision and responsible for results in terms of Customer Service Satisfaction.
  • Recruit, develop and manage a team of Team Lead (s), L1 /L2 engineers.
  • Develop and implement processes for managing schedules, workload, response, resolution and quality.
  • Monitor and manage support engineer queues and escalate issues as necessary.
  • Prepare, document and deliver training and development plans and performance evaluations.
  • Handling escalations and assuming ownership for the end-to-end customer experience. follow up with negative customer satisfaction surveys. 
  • Provide direct technical support to customers and partners as required.
  • Participating in cross-functional projects involving Sophos’s product or service offerings. 
  • Identifying and working on issues that affect worldwide GSS (Global Support Service) teams. 
  • Serving as a liaison role, the manager creates a bridge that connects the technical and business perspectives of customer engagements. 

Special Conditions

 

  • Flexible work hours, flexible work weeks
  • Open to travel within regions or globally as per business requirements.
  • Required to participate in an on call support rotation

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.


Job Segment: Technical Support, Technology