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Senior Global Escalation Engineer 1

Date: 14-Sep-2021

Location: Bangalore, KA, IN, 560103

Company: Sophos Ltd

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 has major hubs around the globe. More information is available at www.sophos.com

 

Role Summary

The DevOps Support Engineer will provide technical support and escalation of Sophos products to existing and prospective customers.

 

 

What You Will Do

  • Maintain and continuously improve the overall customer experience. This includes creating and maintaining our frequently asked questions (FAQ), identifying and notifying cross-functional teams of documentation gaps, and assisting in writing support documentation.
  • Help customers to a solution by troubleshooting technical problems through a ticketing system, phone, email, and chat.
  • Track issues and incoming requests across different teams via ticketing system and prepare reports on customer issues.
  • Resolve internal technical issues in software by working with other departments including engineering, sales engineering to identify a solution.
  • Analyze how Capsule8’s customers are using support documentation in order to quantify opportunities for improvement. Relay critical customer feedback to the Product team to ensure problems are addressed in the product roadmap.
  • Develop and enforce service level agreements for the support department.
  • Track and report on all service escalations to create improvement plans.
  • Collaborates with sales or marketing representatives to fully understand product and communication needs.
  • Identifying complex problems and reviewing related information to develop and evaluate options and implement solutions.
  • Provide support for other DevOps Support Engineers as required
  • Performs other duties as assigned.

 

What You Will Bring

 

  • Excellent verbal and written communication skills.
  • Excellent organizational skills and attention to detail.
  • Excellent time management skills with a proven ability to meet deadlines.
  • Strong analytical and problem-solving skills and be flexible and pivot to resolve issues
  • Must have good customer service and interpersonal skills.
  • Must be able to work flexible hours, including some weekends, holidays and on-call as required.
  • Proficient with G-Suite or related software.

 

 

What’s Great About Sophos?

  • Our people are what makes Sophos special – we demonstrate shared vision, talent, innovation, and creativity, all of which are accompanied by a great sense of fun and team spirit.
  • Employee-led diversity and inclusion groups that build community within Sophos and provide internal education and advocacy (eg. Sophos Women in Tech group to improve gender parity, encourage gender-balanced leadership, and support career progression at Sophos)
  • Sophos Environment Network and employee challenges to contribute to sustainability and reduce our environmental footprint
  • Annual commitment to charity and fundraising across our global sites and volunteer days for employees to give back to local communities
  • Global trivia competitions to keep our minds sharp
  • Global Mental Health days off work for all Sophos to help employees relax and recharge
  • Monthly employee wellbeing webinars and training to support employee health and wellbeing
  • Employee rewards and thanks, such as our free annual subscription to Calm

 

Our Commitment To You

We’re proud of the diverse and inclusive environment we have at Sophos, and we’re committed to ensuring equality of opportunity.   We believe that diversity, combined with excellence, builds a better Sophos, so we encourage applicants that can contribute to the diversity of our team.  All applicants will be treated in a fair and equal manner and in accordance with the law regardless of gender, sex, gender reassignment, marital status, race, religion or belief, color, age, military veteran status, disability, pregnancy, maternity or sexual orientation.  We want to give you every opportunity to show us your best self, so if there are any adjustments we could make to the recruitment and selection process to support you, please let us know.

 

Data Protection

If you choose to explore an opportunity, ansd subsequently share your CV or other personal details with Sophos, these detaild 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 opportunites 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.