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Technical Account Manager

Ottawa, Canada Office
Technical Support
Job Requisition Number:  CASUP230

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 

The Technical Account Manager (TAM) will be the primary contact point for all technical matters raised by Sophos customers or Partners within the set portfolio. The TAM will become a trusted advisor and customer advocate to those within this portfolio: learn their environments; deliver expert technical support; understanding and champion their needs within Sophos and provide guidance to them on their Sophos solutions. Reporting directly into the service delivery organization, the TAM will provide technical support of the highest quality and will be expected to maintain a high availability and responsiveness to the TAM portfolio of customers. The TAM will also be expected to act as a secondary contact point for customers from other TAM portfolios. The TAM will be expected to have in-depth knowledge of the customer’s environment allowing them to identify and resolve issues with Sophos products more quickly – keeping impact to the customer’s business and resource to a minimum.

 

What You Will Do

  • Build a customer profile on customer including technical environment to assist with issue resolution
  • Become a trusted advisor for the customer through ongoing communication, by providing recommendations and soliciting feedback on products and services
  • Own responsibility for all cases raised by customers within their portfolio* (for high and critical priority cases – TAM will have active engagement via mentoring on support case and leading communication with customer)
  • Supervise the progress of low and medium priority cases
  • Manage over-all Planning of Sophos product upgrades
  • Drive proactive support and contact to and for their customers (*conduct periodic health checks and advocate for hotfixes on customer’s behalf)
  • Review and follow up on Support issues – hold regularly scheduled meetings with agenda and issues list
  • Interface with internal Sophos stakeholders on the status of customers
  • Liaise with Product Management for roadmap updates, webinars on product features/new products, facilitation of personal meetings should the opportunity arise
  • Occasional travel to customer sites for face to face meetings
  • Mentor and train junior engineers
  • Implement playbooks for new and onboarding customers
  • Monitor and review data from ChurnZero as measure of customer health
  • Run playbooks and oversee based on threshold metrics from ChurnZero

 

What You Will Bring

Required:

  • A Bachelor’s Degree in Computer Science and minimum of 2 years related experience
  • CompTIA A+, Security+ certifications
  • Demonstrable knowledge of advanced elements of Windows OS
  • Knowledge of how the Windows registry works including backup/restore, key editing, and what each hive is used for
  • Understand Windows events including filtering and source allocation
  • Understanding of the Windows Network stack including how filters are loaded, the order of operations in stack decisions, and how to manipulate the stack
  • Understanding of .Net, Java, and other execution models in Windows including how resources are allocated in each one
  • Knowledge of Active Directory including GPOs, Domain Controller trust relationships, and LDAP

Desired:

  • Network+, Linux+, Microsoft Certified: Azure Fundamentals, Microsoft Certified: Azure Administrator Associate, Microsoft 365 Certified: Fundamentals, Apple Deployment Essentials, Google IT Professional, CISSP
  • Experience of with supporting customers over the phone or in a customer-facing role within an IT environment -
  • System administration/support experience in Windows and/or Linux
  • Comprehensive experience with enterprise networked environments and enterprise networking technologies (LAN/WAN, routers, gateways, firewalls, DNS, LDAP, SQL, Apache)
  • Experience with Windows 2008/2012 Server and/or Macintosh environments
  • Experience in troubleshooting with Process Monitor, Process Explorer, and Wireshark including the ability to create filters, follow tcp streams, dump TLS keys, and displaying what DLLs are loaded into a process
  • Experience troubleshooting SQLite queries including creating simple to moderately complex queries and the ability to navigate a database on the fly
  • Experience working with Windows PowerShell including scripting - Experience troubleshooting MacOS and Linux including command-line interface (CLI) interactions

 

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 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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