Technical Lead Engineer - Global Escalations

Canada East Remote
Technical Support
Job Requisition Number:  CASUP225

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 the highest levels of product expertise within the Sophos Support organization as a Technical Team Lead and escalation point for worldwide support, internal teams and our 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.


What You Will Do

  • Assist in reproducing issues and work with internal teams to provide resolutions/knowledge transfers
  • Running real-time troubleshooting sessions with partners/customers
  • Assist with managing customer expectations and resolution of technical issues
  • Working on escalations from Level 2 technical support team and engage with Product Management and Development
  • Technical contact person for the team for any product related questions
  • Assisting the team with any technical and process related topics
  • Develop, maintain and teach troubleshooting skills on Sophos Network Security products and technical knowledge
  • Develop and improve new or existing processes and workflows


What You Will Bring


  • Bachelors Degree in Electrical Engineering or Computer Science or equivalent experience
  • 3+ years of support and networking experience
  • Experience escalating technical customer issues
  • Strong knowledge of networking concepts and ability to troubleshoot complex networking issues across multiple OSI layers
  • In-depth understanding of TCP/IP and network security (SSL/TLS, VPN, Firewall)
  • Knowledge of protocols such as HTTP, SMTP, FTP, DNS
  • Experienced in managing and troubleshooting Linux or Unix based operating systems
  • Network troubleshooting experience - Familiarity with tools such as Ping, Traceroute and Network Protocol Analyzers such as tcpdump, Wireshark
  • Very strong verbal and written communication skills (English)
  • Positive, communicative and customer-oriented attitude
  • Ability to work in a multicultural team environment


  • Sophos Experience is a plus
  • Familiar with dynamic routing protocols and its implementation (OSPF, BGP)
  • Good knowledge of authentication protocols and methods (LDAP, Kerberos)
  • Knowledge of database maintenance and SQL
  • Experience in a similar technical lead role
  • Having any of industry certificates (CISSP, CCNP, CCSP, CCNA ...)
  • Master Degree in Electrical Engineering or Computer Science preferred



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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