Technical Support Engineer

Tokyo, JP, 106-6010

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

As a Technical Support Engineer, you will have the opportunity to support our customers and learn cutting edge technologies in the dynamic software security space.

 

Main Duties

•    Having a strong customer service focus with the commitment to excellence and desire to delight customers and being a customer ambassador who is passionate about creating a positive customer experience
•    Solving technical problems and delivering an experience so profound that customers love using our products and services and actively recommend them to others
•    Learning and utilizing specific software tools and problem solving strategies to solve for customer issues and continuously improve our processes
•    Handle customer complaints and escalations (via phone, email, remote desktop) by talking to customers directly.
•    Sometimes, on duty of a backyard support for support desk team in night time, weekend and holidays.

 

Skills & Experience

 

Essential:
•    Strong technical knowledge and understanding of IT Security concepts, including antivirus, networking and encryption technologies 
•    Excellent verbal and written communication skills, inspiring confidence while leading customers through the steps to resolve issues via phone and email
•    Ability to handle escalated calls while using good judgment to make sound recommendations
•    Advanced computer skills and 2 plus including but not limited to: SQL, Networking, VMWare, Linux/Unix, Microsoft Windows, Unix/Linux administration skills including DNS, shell script etc.
•    Thorough knowledge and understanding of the following concepts: Security, Cloud, Data protection, Encryption, Malware, Spyware, Cyber Security, Firewalls, Antivirus and Disaster Recovery (is a plus)
•    Experience of installation, configuration and troubleshooting of Windows Desktop, Server operating systems including Unix/Linux


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, Linux, Unix, Database, SQL, Technology