Technical Support Engineer NSG L2

Makati City, Philippines Office
Technical Support
Job Requisition Number:  APSUP176

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


As the L2 support, you will be providing technical support to field engineers, technicians, and product support personnel who are diagnosing, troubleshooting, repairing, and debugging complex electro/mechanical equipment, computer systems, complex software, or networked and/or wireless systems.



What You Will Do

  • Provides mentoring to L1 engineers on all cases assigned and reduce turnaround time on resolving a case.
  • Provide technical support to VIP Partners and Distributors customers by answering telephone calls and emails in line with departmental measures with a focus on high quality. Research incidents by replicating customer’s issues within a test environment.
  • Readily accept cases escalated from L1 engineer and schedule troubleshooting sessions with customers or correspond via e-mail.
  • Replicate customer issues in test environment to provide root cause analysis on customer issues.
  • Actively help mentor L1 engineers on cases in real-time via joint remote sessions and conference calls
  • Provide technical support to Sophos customers / partners by answering telephone and other reported incidents calls that overflow from the L1 team in line with departmental measures with a focus on high quality as designated by Team lead.
  • Learning and utilizing specific software tools and problem-solving strategies outside of internal knowledge base to solve for customer issues and continuously improve our processes.
  • Ability to work a weekend on-call shift on rotational basis.
  • Manage escalation queue by assigning cases to other L2 engineers.
  • Subject matter expert in more than one Sophos product or equivalent third-party solution
  • Regularly produce training documentation and conduct 1:1 or classroom mentoring sessions
  • Ensure incidents are managed and escalated according to company standards.
  • Document and record all activity and communication with customers over telephone and email according to departmental standards of quality.
  • Recording all activity in the department’s call logging system which needs to be updated after each call so progress can be tracked with each customer’s incident, and reports generated for high profile customers.
  • Adhere to Sophos Support Services best practices.
  • Actively participate in weekly team meetings by providing feedback on current day to day activity
  • Interact with Sales, Engineering and Product Management and participate in bug scrubs and project meetings to coordinate resolutions to customer-specific product issues and overall technical support trends.
  • Adhere to Sophos Support Services best practices.
  • Carry out mentoring of new starters and provide training in areas of expertise, product knowledge and integration



What You Will Bring


  • Bachelor’s Degree in Computer Science and a minimum of 3 years related experience
  • Identifies and completes complex assignments.
  • Continues to build professional expertise.
  • Applies Sophos policies and procedures to resolve a variety of issues.
  • Integrates basic principles of function with processes and procedures.
  • Solves complex problems in own area and articulates and refines identified problems.
  • Develops solutions based on the analysis of variety of factors within standards and procedures.
  • Receives little guidance on work, guided by objectives of project or ongoing assignments.
  • Plans own work priorities on a regular basis and may coach or guide junior colleagues on specific area of knowledge
  • Shares skills and knowledge with others while building productive internal/external working relationships
  • Presents facts, data, information, and the weight of evidence to influence others



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.

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