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Technical Support Engineer L2 - 3

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

Technical Support

Sophos Overview – Cybersecurity Evolved 
Sophos evolves to meet every new challenge, protecting more than 400,000 organizations of all sizes in more than 150 countries from today’s most advanced cyberthreats. Powered by SophosLabs, our cloud-native and AI-enhanced solutions are able to adapt and evolve to secure endpoints and networks against never-before-seen cybercriminal tactics and techniques. Managed through our award-winning, cloud-based platform, Sophos Central, our best-of-breed products work together through our unique Synchronized Security system to share threat intelligence and respond to evolving threats. The Sophos suite of products secures networks and endpoints against automated and active-adversary breaches, ransomware, malware, exploits, data exfiltration, phishing, and more.
 

 

Job Purpose

As a Technical Support Engineer, you will have the opportunity to support our customers and learn cutting edge technologies in the dynamic software security space.

Main Duties

•    Participation in departmental projects / product launch / Beta
•    Record all activity in the department’s call logging system, updating cases within SLAs, so that progress can be tracked with each customer’s incident, viewed via the customer portal, and reports generated for high profile customers
•    Escalation notes – detailed description of all work conducted up to the point of escalation, clear replication steps and logical direction of analysis in line with Global Escalation Support (GES) requirements
•    Full replication of customer environment & issue where possible
•    Creating / validation of online help content (articles, community posts, etc.) to document previously unknown solutions and help a large group of customers
•    Actively contributing to the development of new or changed processes and procedures
•    Use and create knowledgebase articles in line with departmental best practice based on new product information, support incidents, and/or common or critical issues
•    Inspiring confidence while leading customers through the steps to resolve issues via phone, chat and email
•    Provide mentoring to Level 1 teams and peers for support questions and training purposes
•    Provide training courses to support personnel as required using established material as well as creating new materials.
•    Ownership of all escalated case until closure
•    Participate and lead technical conference calls with GES and csutomers
•    Priority handling of Sales Escalations
•    Timely escalation of cases
•    Proactive monitoring and facilitation of support queues and case escalations

Skills & Experience

Essential:
•    Having the ability to manage multiple priorities within a fast-paced environment
•    Proactive and willingness to take on additional responsibility
•    Ability to work with complex problems where analysis of situations or data requires review Sophos Diagnostics Utility (SDU/ Wireshark/Event Logs)
•    Excellent verbal and written communication skills
 

 

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.