Technical Support Engineer - ESG (France)

Paris, FR, 95870

Technical Support

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

Sophos are seeking applications for the position of Cyber Security Support Specialist (Endpoint). You must be capable of delivering technical support, to both our partners and global customer base. Sophos are a leading network and Endpoint security vendor who deliver high quality support to both our Partners and Customers.


We are looking for technically minded individuals with strong troubleshooting skills to be part of our dynamic technical support team. Not only will you will be able to help customers resolve technically complex issues, but you will also be working closely with the Engineering, Professional Services, Sales Engineering and other cross functional teams to provide feedback for improving the product quality and reliability of our products. You will also be involved in identifying opportunities for process and procedure enhancements to drive efficiency and customer service satisfaction levels. This position is challenging with a dynamic team and great room for growth!


Main duties


  • Having a strong customer service focus with the commitment to excellence
  • Being a customer ambassador who is passionate about creating a positive customer experience
  • Solving problems and delivering an experience so profound that customers love using our products and services and actively recommend them to others
  • Research incidents by replicating customer’s issues within a test environment.
  • Escalate incidents by collaborating with the Global Escalations Support team and other departments within Sophos.
  • Perform technical training and presentations of software and processes to other Sophos staff.
  • Learning and utilizing specific software tools and problem solving strategies to solve  customer issues and continuously improve our processes
  • Creating online help content (articles, community posts, etc.) to document previously unknown solutions and help a large group of customers
  • Actively contributing to the development of new or changed processes and procedures
  • Having the ability to manage multiple priorities within a fast paced environment
  • Record all activity in the department’s call logging system, updating cases within SLA



Skills & Experience


We are seeking a talented individual with the following skills and experience:


  • Fluent French & professional level English
  • Experience of supporting customers over the phone within an IT environment
  • Experience in handling customer cases via email systems.
  • Experience of installation, configuration and troubleshooting of Windows Desktop and Server operating systems. MCITP certification is an asset
  • Experience of using and troubleshooting macOS and Android operating systems
  • Know how to frame and understand customer issue and troubleshoot it through to resolution
  • A level of knowledge in supporting customers who have been compromised by Malware
  • Experience writing knowledgebase articles for internal publication
  • Experience with security solutions (Anti-Malware, Mobile, Email, Web and Encryption standards)
  • Troubleshooting using Wire shark or similar for packet analysis
  • Experience in troubleshooting protocols like HTTP, SMTP, FTP, SMB, DNS and DHCP
  • Demonstrated self - starter who can adapt quickly between roles, duties and tasks
  • Excellent verbal and written communication skills, inspiring confidence while leading customers through the steps to resolve issues via phone, chat and email



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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