Team Lead, Technical Support - ESG

Makati City, National Capital Region (NCR), PH, 1225

Technical Support

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

The main purpose of this role is to provide day-to-day management of the APAC Technical Support team.  The focus of this role will be on the provision of consistent, high quality, cost effective technical support to potential and existing customers.

Main Duties

•    Oversee a team of Technical Support Engineers, monitoring and ensuring support is consistently delivered to drive agreed key performance indicators.
•    Monitor and review the Technical Support work levels, looking for ageing cases, quality and activity levels.  Advising the Technical Support Manager when there is risk to service levels.
•    Ensures the team is logging all incoming calls and/or cases into the support ticketing system and completes case reviews which focuses on quality and efficiency that is set out within best practices.
•    Be an escalation point for the customer advocate process, to handle customer complaints and escalations though to resolution or further escalation to the Technical Support Manager.
•    Provide weekly activity rollup reports to the Technical Support Manager
•    Organise and manage regular weekly meetings for the team to reinforce standards, communicate information and align local targets to department goals. 
•    Be available as a point of contact for all Technical Support management issues in the absence of the Technical Support Manager 
•    Partner closely with peers locally and across the globe, building cooperation and coordination of teams and functions to ensure a customer-focused view is taken at all times.
•    Escalate employee and performance concerns to the Technical Support Manager to raise awareness and confirm action plan.
•    Contribute to selection interviewing to ensure the team is staffed appropriately with reference to the technical support budget and against agreed selection criteria/specification
•    Assist Technical Support Manager in introduction of new starters to the team environment, to ensure that appropriate training, mentoring and coaching is delivered
•    Assist Technical Support Manager in ensuring that the appropriate mixture of skills are spread amongst the team – minimising single points of failure.
•    Assist Technical Support Manager in formal staff performance reviews of team members on a quarterly basis, assessing performance and providing constructive feedback to employees, identifying training and career opportunities.
•    Give input into annual salary review process for technical support department employees.
•    Define priorities and assign projects for employees – evaluate and direct employees talents by matching (where possible) assignments to skills/desires of employee
•    Manage employee performance and group productivity. Regularly evaluate individual employee job performance through 1 on 1 meetings, providing constructive suggestions for improvement and rewarding accomplishments.
•    Assist the Technical Support Manager in understanding the resource requirements for the department, having an understanding of staffing / skill set profiles required for support services.
•    Address team issues including conflict resolution.
•    Clearly communicate goals and assignments to staff as part of one to one and group meetings
•    Communicate frequently with staff through group meetings and individual sessions, ensuring issues/input from staff is listened to and that department strategy/goals/decisions are communicated promptly
•    Ensure Sophos support standards/guidelines are adhered to, and provide input into their improvement 

Skills & Experience

•    Prior experience establishing post sale support function, (ie. proactively ensuring the customer has the latest product updates and documentation, performing customer surveys, etc.)
•    Experienced with networks and networking systems
•    Technical background (Security, Firewall, Cloud Security, Network security, Apache, Proxies, Email security, http protocol, bash, web proxy, web security, spam filtering, Active Directory)
•    Inclusive open management style – out going personality
•    Skilled at managing a dynamic and diverse group of staff
•    Strong personal leadership and management skills, with a collaborative style to participate at the strategic and tactical level of the company
•    Passion for creating superior customer service delivery systems, while creating a stimulating work environment for the technical support staff
•    Excellent written and verbal communication skills
•    A personable team player and team leader.
•    Ability to prioritise (time management – team and self management)
•    Ability to present information clearly

•    Experienced implementing enterprise-level issue tracking systems / applications preferred
•    Experienced in managing a technical support function
•    Awareness of the anti-virus market
•    Preparedness to work out of business hours
•    Ability to travel (technical training) for an extended period



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.

Job Segment: Technical Support, Technology