Senior Software Engineer

US Remote
Job Requisition Number:  AMENG221

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

Working in a small high-performance team of software engineers, you will be responsible for investigating and addressing the cause of customer escalations relating to Sophos Endpoint products, with a primary focus on US Federal customers.  You will operate as part of the End-user Security Group (ESG) within the Engineering department, and will collaborate closely with the Support organization and other Engineering teams to isolate product fixes, and contribute towards ongoing product developments as needed.


What You Will Do

  • Engage in complex customer cases where analysis of situations or data requires review, using a variety of tools such as Event Logs and Network Packet Captures
  • Inspire confidence while leading peers and customers through the steps to resolve issues over a variety of communications channels including email, Zoom, and Teams, to meet our customers' expectations for quality and technical capability
  • Build knowledge of Sophos endpoint product functionality and broader areas such as operating systems (Windows, macOS, Linux) and networking, and maintain this as the products and operating systems are enhanced over time
  • Build and maintain a close working relationship with key members of Global Escalation Support (GES) and Engineering to facilitate collaborative resolution of customer escalations
  • Work with other ESG FastTrack teams within global Engineering to operate against a shared work queue, under direction of the FastTrack Manager and Foundation Senior Manager, and provide effective handover of priority issues between teams for partial dark-hours continuation
  • Provide on-call cover as needed for public holiday periods
  • Manage the security of data sourced from FedRamp-regulated customers, ensuring it remains within defined boundaries and redaction is performed on any data shared beyond
  • Effectively report identified product defects to Engineering teams, ensuring sufficient information is logged to enable them to independently resolve the issues
  • Create independent reproduction cases of issues reported by FedRamp-regulated customers, to enable Engineering teams to work on resolutions without access to original customer data
  • Where capacity allows, work on other product development activities
  • Other duties and responsibilities as directed


What You Will Bring

  • Bachelor’s degree in Computer Science or numerate discipline
  • Experience of developing code in C++ on Windows
  • Working knowledge of Python or other scripting language
  • Technical problem solving
  • Strong communication abilities, including verbal, written and presentation
  • Ability to learn new skills quickly and apply them to the role
  • Effective prioritization
  • Able to work autonomously and deliver in line with defined priorities whilst working collaboratively within the wider team environment


Ideally You Will Bring

  • Knowledge of computer networking
  • Experience of using diagnostic tools on Windows and/or other operating systems
  • Knowledge of computer security
  • Experience of developing for macOS
  • Experience of developing for Linux



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, 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 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.

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.

Nearest Major Market: Boston

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