Technical Support Engineer

Paris, FR, 95870

Technical Support

Sophos Overview – Cybersecurity Evolved

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 Technical Support is growing! As one of the world’s leading security and control companies we are looking to employ a conscientious and patient problem solver who can provide excellent service, has an eye for detail and can build a good rapport with customers as a part of our technical support team. We're looking for someone who lives to delight customers so our clients fully maximize our technology to deliver better protection. The successful applicant will have the opportunity for skill and career development, working with great people in an inspiring environment.

The primary duty of this role is to provide high quality technical support to our customers, partners and other engineers via phone and email for our network security solutions. As a Technical Support Engineer you are responsible for ensuring you deliver an experience so profound that customers love using our products and services and actively recommend them to others.

The role is located at our office in Paris, France.


Main Duties

  • Have a strong customer service focus with the commitment to excellence and desire to delight customers
  • Be a customer ambassador who is passionate about creating a positive customer experience
  • Solve problems and deliver an experience so profound that customers love using our products and services and actively recommend them to others
  • Ensure customers have the technical tools and knowledge they need to run their business
  • Learn and utilize specific software tools and problem solving strategies to solve for customer issues and continuously improve our processes
  • Create online help content (articles, community posts, etc.) to document previously unknown solutions and help a large group of customers
  • Actively contribute to the development of new or changed processes and procedures. Manage multiple priorities within a fast paced environment
  • Update cases in order for progress to be tracked with each customer’s incident
  • Meet or exceed departmental transactional net promoter score
  • Adhere to departmental guidelines on average calls per day


Skills & Experience

  • Excellent customer service skills, with a passion for delivering the best possible customer experience
  • Desire to act in the best interest of the customer
  • At least 2 years’ experience on Windows and Linux System
  • Strong technical knowledge and understanding of IT Security concepts, including antivirus, networking and encryption technologies
  • Advanced computer skills including but not limited to Firewalls, DNS, Email and Web Filtering, Active Directory, System debug, SMTP
  • Experience in the configuration of Exchange System
  • Exercises judgment within defined procedures and practices to determine appropriate action
  • Demonstrated self - starter who is willing to change 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
  • Experience with working to defined levels of service delivery
  • Fluent French and good level of English
  • Have up to date European work papers 

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.

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