Global Escalation Engineer

Vancouver, CA, V6C 1W6 Ottawa, CA, K1P 5J6

Technical Support

Job Purpose

To provide the highest levels of product expertise within Sophos technical support and to act as a common escalation point for worldwide support. The Global Escalation Support role is a top tier, senior level position within the global support organization, requiring in-depth technical and problem solving skills. Liaise with the engineering and product management teams influencing current/future products and ensuring the flow of proactive information between Global Support and Engineering.


Main Duties

  • Troubleshoot, replicate, analyze and diagnosis customer issues that have been escalated by the Worldwide support teams.
  • Timely and effectively resolve software issues and questions raised by the worldwide support teams.
  • Document and record all activities and communication with support staff or customers according to departmental standards of quality.
  • Responsible to work on network and mail security products
  • Reproduce customer reported issues in a lab environment
  • Remote analysis of customer issues
  • Close engagement with product engineering and quality assurance.
  • Engage in BETA programs for new products
  • Recording of all activities in the department’s case logging system which needs to be updated so progress can be tracked for each incident.
  • Produce technical articles based on support incidents / hot issues, to assist with the dissemination of technical knowledge.
  • Liaison with other departments within Sophos to provide technical support input into development and testing of products.
  • Contribute to product training creation – provide technical details, test examples and documentation.
  • Drive support requirements for future product enhancements, capturing and filtering requirements as required.
  • Escalate software issues to members of the Sophos Engineering and Product Management teams with standard defect tracking tools.
  • Create proactive documentation including KBA, whitepapers and other articles.
  • Assure fulfillment of service levels as defined in customer’s Service Level Agreements. Adhere to and supervise service levels specified; escalate in a timely manner to avoid SLA infringements. Develop measures to optimize customer support, both re-actively as consequence of infringements and proactively to avoid them.
  • Ensure quality of documentation of all activities and status updates, allowing immediate takeover of Problem ownership by others members of the GES team
  • Carry out additional tasks as assigned.
  • To provide Technical Support to Sophos customers via either office based or on call (mobile phone) support at weekends and public holidays as per the department’s on-call rota.
  • Working within a matrix structure, so the post holder will have to work with peers and senior members of the technical support team alongside other departments within Sophos.
  • Reports to GES Team Leader or to a senior member of the team in their absence.


Skills & Experience



•    Experience in a customer facing role
•    Experience of supporting customers over the phone within an IT environment
•    Experience of installation, configuration and troubleshooting of Windows and Linux servers
•    In depth experience of configuration and troubleshooting general networking issues
•    Experience in troubleshooting protocols like HTTP, SMTP, FTP, SMB, DNS and DHCP
•    Understanding of TCP/IP and ARP to run packet traces and troubleshoot network issues
•    Experience in configuration of Firewalls
•    General understanding of VPN protocols such as IPSec, SSL
•    Experience in Wireless networks
•    Analytical skills
•    Experience of working to defined levels of service delivery

•    Customer service – ability to communicate effectively both verbally and written
•    IT Literacy –  MS Office, email 
•    In depth research and analysis capabilities to reproduce technical issues
•    Outstanding computer skills – setting up, upgrading, trouble shooting, installation and Configuration
•    Clear written skills in English 
•    Ability to prioritise within a high workload
•    Active Listening
•    Attention to detail
•    Customer care
•    Driving for quality
•    Problem Solving
•    Team Working



•    Experience in cloud environments such as Amazon Web Services (AWS) and/or Azure
•    Experience in static and dynamic routing (OSPF/BGP)
•    Understanding of Active Directory, LDAP and eDirectory
•    Experience in configuration of Router and switches

  • Presentation skills
  • Adaptability
  • Tenacity
  • Resilience
  • Linux certification such as LPIC


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 data protection policy which can be found here 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 reply to this or other emails from Sophos clearly stating your request, or follow the steps set out in the data protection 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.