Senior Global Escalation Engineer

Ottawa, CA, K1P 5J6

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 has major hubs around the globe. More information is available at www.sophos.com


Role Summary

Provide outstanding direct Support to our Capsule8 customers with your DevOPS expertise. 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. Liase 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.


This role may require you to work flexible hours, including some weekends, holidays, and on-call as required.


What You Will Do

  • Troubleshoot, replicate, analyse, diagnose, and solve customer issues that have been reported by our Capsule8 customers.
  • 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 for other products.
  • Be a customer ambassador who is passionate about creating a positive experience.
  • Communicate directly with software engineering to help ensure timely and effective resolution of software issues and questions raised by Capsule8 customers and the worldwide support teams.
  • Share knowhow with colleagues, partners and customers. Use every occasion, especially the triage process, 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 Capsule8 customers and 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. 
  • 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 processess and procedures.
  • Perform other duties as assigned.


What You Will Bring


  • Several years of experience of installation, configuration, administration, networking and troubleshooting of Linux Servers.
  • Several years of experience in Cloud (AWS, Azure, Google Cloud).
  • Experience remotely supporting customers (phone, chat, email or other means) within an IT environment, preferably internationally.
  • Several years of experience using test environments for troubleshooting/reproduction of issues.
  • YAML.
  • Experience in orchestration tools like Kubernetes (kubectl).
  • Experience in containerization tools, primarily Docker.
  • Virtulisation (VMware, vagrant, VirutualBox, etc).
  • Good customer service and interpersonal skill (verbal and written).
  • Excellent time managements skills with proven ability to meet deadlines; organizational skills; attentional to details.


  • Experience in SIEM tools (ELK, Splunk, PagerDuty, Kafka, Sumologic, etc).
  • Experience in scripting (GO, Python).
  • ITSM tools (JIRA, ServiceNow, Confluence, etc).
  • Git, Github
  • Network Protocols (TCP/IP, HTTP, ISO/OSI,etc).
  • IT security knowhow.


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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