Technical Support Engineer L1 - 3

Vancouver, CA, V6C 1W6

Technology Office

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 and network security space.


Main Duties

  • Provide Sophos customers with Technical Support within the defined parameters of Sophos Support Services including customers with defined SLAs, with a focus on quality and customer satisfaction, covering our Network Security products
  • Provide advanced troubleshooting via remote sessions to modify customer’s environment towards a resolution that include, but are not limited to: Installation issues, best practice configuration, network troubleshooting, Windows, Email appliances configuration.
  • Ability to coordinate with internal departments, escalate to new level if cases are taking long time to resolve, notify management team for cases which can get escalated/need attention or can result into a customer dissatisfaction
  • Provide regular updates to the customer as defined by case priorities guidelines
  • Document all troubleshooting and case management actions via the electronic case management system.
  • Handle technical escalations within team response/resolution targets
  • To work on weekends shifts as per business requirements (multiple shift patterns)
  • Provide Team Leader or Manager feedback with regards to Technical Support procedures and policies, with the goal of improving overall customer satisfaction as well as engineer efficiency

Skills & Experience


  • Bachelor’s degree or technical diploma in Computer Science, Electronic Engineering, Computer Engineering or related field
  • 3+ years’ experience in the IT/Telecom field preferably customer facing support role
  • Hands-on experience working with security products, such as Firewalls, Email filtering, web policies and routing protocols
  • Experience troubleshooting equipment connected behind the firewall
  • Knowledge of Linux, AWS, Amazon Azure is preferred
  • The ability to work with complex problems where analysis of situations or data requires review
  • Excellent verbal and written communication skills, inspiring confidence while leading customers through the steps to resolve issues via phone, and email
  • Ability to work in high pressure, multi-tasking support roles with abilities to prioritize customer issues, apply quick break-fixes and take steps for eliminating the root cause

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.