Team Lead, Technical Support

Ottawa, CA, K1P 5J6

Technical Support

Sophos Overview – Cybersecurity Evolved


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.


Sophos is seeking an experienced Team Lead who will be responsible for assisting with the day-to-day operations for our follow-the-sun Technical Support Center in our rapidly expanding Global Support Services organization.


  • Leadership and mentorship for Technical Engineers
  • Assist with phone scheduling management, and ensure staffing requirements defined by our forecast are met at all times
  • Monitor and assist in managing phone queues and engineer resources
  • Assist with backlog reviews, and help drive cases to resolution or escalation
  • Assist with case distribution
  • Provide hands-on support for critical incidents, or if demand exceeds the availability of L1 or L2 resources
  • Assist in coordinating case transfers to and from other regions or offices
  • Work with engineers to ensure case SLA is maintained at all times
  • Audit of engineer cases to identify and document technical and process improvements and coaching opportunities
  • Consolidate high call drivers and internal process issues, and review with management to create improvement plans
  • Collaborate with GES, training team, and L2s to prepare tests for quarterly engineer assessments
  • Proactively identify and intervene in cases that may cause negative CSAT
  • Prepare case reports as and when required for management review
  • Work with Knowledge Management teams to develop a process for creating KB articles and supporting community forums
  • Act as backup manager when needed, assuming key responsibilities such as escalation management, backlog review, phone queue monitoring, etc.
  • Become SME for at least two (2) technologies, processes, and tools and deliver knowledge sharing sessions to the team


  • Demonstrated initiative to provide a superior support experience
  • Demonstrated initiative to solve problems and improve processes
  • Strong technical aptitude, with experience in troubleshooting and software/systems configuration of network equipment, operating systems, servers/workstations, and virtual environments
  • Technology enthusiast with a positive disposition and passion for your work
  • Excellent interpersonal, verbal, and written communication skills
  • Experience working with a technology product vendor is a plus
  • Experience with security products and technologies, such as: UTM, Firewalls, Encryption, Antivirus/Endpoint, and Gateway products is a plus (extensive training on Sophos products is available)

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, Cloud, Technology