Technical Account Manager (m/w/d) - Cybersecurity

Germany Remote
Technical Support
Job Requisition Number:  EMSUP51

Sophos is a worldwide leader in next-generation cybersecurity, protecting more than 500,000 organizations and millions of consumers in more than 150 countries from today’s most advanced cyberthreats. Powered by threat intelligence, AI and machine learning from SophosLabs and SophosAI, Sophos delivers a broad portfolio of advanced products and services to secure users, networks and endpoints against ransomware, malware, exploits, phishing and the wide range of other cyberattacks. Sophos provides a single integrated cloud-based management console, Sophos Central – the centerpiece of an adaptive cybersecurity ecosystem that features a centralized data lake that leverages a rich set of open APIs available to customers, partners, developers, and other cybersecurity vendors. Sophos sells its products and services through reseller partners and managed service providers (MSPs) worldwide. Sophos has major hubs around the globe. More information is available at www.sophos.com


Arbeitsort: Remote in Deutschland


Als Technical Account Manager sind Sie der technische Ansprechpartner für einen ausgewählten Kreis von Partnern (Systemhäuser) und Kunden. Sie unterstützen und beraten unsere Kunden und Partner bei technischen Fragestellungen und gewährleisten einen reibungslosen Ablauf innerhalb unseres technischen Supports. 


Ihre Aufgaben:

  • Sie betreuen und unterstützen ein Portfolio aus Partnern und Kunden als zentraler technischer Ansprechpartner zu allen supportrelevanten Themen
  • Sie sind verantwortlich für das Mangement der Support Cases und die kontiniuerliche Kommunikation zu ihren Kunden
  • Sie arbeiten eng mit unseren internen Abteilungen wie Technischer Support und Sales zusammen um eine zeitnahe Lösung für den Kunden zu erzielen und im Bedarfsfall Fälle zu eskalieren
  • Sie analysieren ihre Kundenanfragen und erarbeiten Best Practices sowie eine entsprechende Kundendokumentation
  • Sie fungieren als „Trusted Advisor“ für unsere Kunden und Partner und stellen sicher das unsere SLAs eingehalten werden .


Ihr Profil:

  • Abgeschlossene IT-technische Ausbildung oder relevante Berufserfahrung.
  • Erste Erfahrungen im technischen Support, vorzugsweise im IT-Security Umfeld
  • Erste Erfahrung im Umgang und Management von externen Kunden
  • Gute Netzwerkkenntnisse (TCP/IP, Routing, Netzwerkinfrastruktur) und Infrastrukturkenntnisse
  • Ausgeprägte Kundenorientierung und selbständiges Arbeiten
  • Sehr gute Deutsch- und gute Englischkenntnisse


What’s Great About Sophos?

  • Our people are what makes Sophos special – we demonstrate shared vision, talent, innovation, and creativity, all of which are accompanied by a great sense of fun and team spirit.
  • Employee-led diversity and inclusion groups that build community within Sophos and provide internal education and advocacy (eg. Sophos Women in Tech group to improve gender parity, encourage gender-balanced leadership, and support career progression at Sophos)
  • Sophos Environment Network and employee challenges to contribute to sustainability and reduce our environmental footprint
  • Annual commitment to charity and fundraising across our global sites and volunteer days for employees to give back to local communities
  • Global trivia competitions to keep our minds sharp
  • Global Mental Health days off work for all Sophos to help employees relax and recharge
  • Monthly employee wellbeing webinars and training to support employee health and wellbeing
  • Employee rewards and thanks, such as our free annual subscription to Calm


Our Commitment To You

We’re proud of the diverse and inclusive environment we have at Sophos, and we’re committed to ensuring equality of opportunity.   We believe that diversity, combined with excellence, builds a better Sophos, so we encourage applicants that can contribute to the diversity of our team.  All applicants will be treated in a fair and equal manner and in accordance with the law regardless of gender, sex, gender reassignment, marital status, race, religion or belief, color, age, military veteran status, disability, pregnancy, maternity or sexual orientation.  We want to give you every opportunity to show us your best self, so if there are any adjustments we could make to the recruitment and selection process to support you, please let us know.


Data Protection

If you choose to explore an 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 opportunites 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: Information Technology, IT Manager, Technical Support, Technology