Global Escalation Engineer

Ottawa, CA, K1P 5J6

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

Provide the highest levels of product expertise within the Sophos Support organization and act as a common escalation point for worldwide support and GES specialists as well as partners and customers. Liaise with the Engineering and Product Management teams influencing current/future products and ensuring the proactive flow of information between Global Support and Engineering. We are looking for individuals who are passionate about digging into the deepest levels of our products, sharing the knowhow with others and helping our partners and customers solving their issues showing them how much we care about them. 


Main Duties

  • Troubleshoot, replicate, analyse, diagnose and solve customer issues that have been escalated by members of the Sophos Support Organisation, other Sophos Departments or Third Party Vendors
  • Communicate directly with software engineering to help ensure timely and effective resolution of software issues and questions raised by the worldwide support teams.
  • Share knowhow with colleagues, partners and customers. Use every occasion within or outside customer cases to disseminate knowledge and deflect future customer cases or escalations.
  • Participate and lead regular and frequent meetings with development and product management to address and decide about product defects. Communicate status and results back to Service Delivery on a regular basis.
  • Contribute to Sophos release processes by identifying product issues, by communicating product enhancements, by testing new versions, providing feedback and help creating technical training with a focus to continuously improve our products and avoid unnecessary cases or escalations.
  • Be a customer ambassador who is passionate about creating a positive customer experience
  • Record all activity in the department’s call logging system and/or the development’s defect tracking system. Adhere to SLAs, and document with a quality that others could seamlessly continue working on the case.
  • Offer support, guidance and training to new starters within the worldwide Support organization
  • Actively contribute to the development of new or changed processes and procedures



Skills & Experience


  • Having the ability to manage multiple priorities within a fast paced environment
  • Ability to handle escalated calls while using good judgment to make sound recommendation
  • Ability to work with complex problems where analysis of situations or data requires review
  • Demonstrated self-starter who is willing to change quickly between roles, duties and tasks
  • Adhere to Sophos Support Services best practices
  • Participate in departmental projects
  • Actively participate in team and departmental meetings by providing feedback on current day to day activity and recommendations for improvement.


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.

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