Technical Support Engineer L2 - 3

Vancouver, CA, V6C 1W6

Technical Support

Sophos makes IT security simple with next-generation solutions that protect networks, servers, and devices, wherever they are. Today, more than 100 million users in 150 countries and a global network of channel partners trust Sophos to deliver simple solutions to complex security challenges. Focused on innovation and backed by a global network of Sophos Labs threat intelligence centers and industry-leading support, Sophos delivers solutions that are simple to deploy, maintain, and manage, enabling organizations to focus on performance and growth. Sophos — Security made simple.

The Role 

 

Are you passionate about Software Security? 
  
At Sophos, we operate at the cutting edge of technology, protecting businesses worldwide against complex threats, viruses and spam. We build high quality software security products in a fast-paced, nimble environment and we've been doing it for over 20 years. Join us to help our customers protect their business and meet compliance needs. 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. 
  

Responsibilities

 

  • Provide Sophos customers with expert level 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.
  • Coach and assist L1 engineer on troubleshooting steps, knowledge base and help them decide the best steps to isolate a problem
  • Be available to help L1 engineers for management of technically complex cases and challenging customer facing situations
  • 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 for assigned complex cases and/or sales escalation
  • Document all troubleshooting and case management actions via the electronic case management system.  
  • Handle technically complex cases and customer sensitive escalations within team response/ resolution targets
  • To work on weekends and/or on-call shifts
  • 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
  • To share regular feedback of assigned L1 engineers with manager
  • Provide inputs to update/enrich community forums, self helps and Knowledge base articles
  • Participate in technical discussions involving customer, sales and/or product management team
  • Monitoring case backlog to ensure we meet agreed SLA’s with customers and internal KPI targets; sharing regular status reports with management

 

Qualifications

  • A bachelor’s degree or technical diploma in Computer Science, Electronic Engineering, Computer Engineering or related field
  • 5+ years’ experience in the IT/Telecom field preferably customer facing support role
  • Expert level knowledge 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
  • Understand different coaching methods and adapt per assigned L1 engineer

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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