Offer summary

Qualifications:

Bachelor's degree or technical diploma in Computer Science, Electronic Engineering, or related field., Minimum of 3 years' experience in IT, including support roles or as a Systems/Network Administrator., Experience with security products such as Firewalls, VPNs, Anti-Virus, and Web Security proxies., Proficiency with Linux OS, Active Directory, and cloud virtualization platforms like AWS or Azure..

Key responsibilities:

Provide technical support to customers, focusing on network products and customer satisfaction.

Perform advanced troubleshooting remotely to resolve issues related to installation, configuration, and network problems.

Handle technical escalations within the team to ensure timely resolution.

Contribute feedback to improve support procedures and enhance customer experience.

Job description

About Us
Sophos is a global leader and innovator of advanced security solutions for defeating cyberattacks. The company acquired Secureworks in February 2025, bringing together two pioneers that have redefined the cybersecurity industry with their innovative, native AIoptimized services, technologies and products. Sophos is now the largest pureplay Managed Detection and Response (MDR) provider, supporting more than 28,000 organizations. In addition to MDR and other services, Sophos’ complete portfolio includes industryleading endpoint, network, email, and cloud security that interoperate and adapt to defend through the Sophos Central platform. Secureworks provides the innovative, marketleading Taegis XDRMDR, identity threat detection and response (ITDR), nextgen SIEM capabilities, managed risk, and a comprehensive set of advisory services. Sophos sells all these solutions through reseller partners, Managed Service Providers (MSPs) and Managed Security Service Providers (MSSPs) worldwide, defending more than 600,000 organizations worldwide from phishing, ransomware, data theft, other every day and statesponsored cybercrimes. The solutions are powered by historical and realtime threat intelligence from Sophos XOps and the newly added Counter Threat Unit (CTU). Sophos is headquartered in Oxford, U.K. More information is available at www.sophos.com.

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

What You Will Do
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 products
Provide advanced troubleshooting via remote sessions to modify customer’s environment towards a resolution that includes, but is not limited to: Installation issues, best practice configuration, network troubleshooting, Windows, Linux, Mac and Unix OS configuration.
Handle technical escalations within team responseresolution targets
Ability to work weekend and oncall shifts on a rotational basis
Provide Team Leader or Manager feedback about Technical Support procedures and policies, to improve overall customer satisfaction as well as engineer efficiency

What You Will Bring
A bachelor’s degree or technical diploma in Computer Science, Electronic Engineering, Computer Engineering, or related field
3+ years’ experience in the IT field, including experience as a SystemsNetwork Administrator, or a technical support role supporting SystemsNetwork administrators
Experience with security products, such as Firewalls, IPSec, IDSIPS, Anti Spam, AntiVirus, Web Security proxies, Email Security filters, VPNs
Experience with Linux operating systems through the command line level
Experience with Active Directory (or any LDAP variant) group policy configuration and deployment
Experience with cloud virtualization such as Amazon AWS or Microsoft Azure
The ability to work with complex problems where analysis of situations or data requires a review
Excellent verbal and written communication skills, inspiring confidence while leading customers through the steps to resolve issues via phone, and email
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Ready to Join Us?At Sophos, we believe in the power of diverse perspectives to fuel innovation. Research shows that candidates sometimes hesitate to apply if they dont check every box in a job description. We challenge that notion. Your unique experiences and skills might be exactly what we need to enhance our team. Dont let a checklist hold you back – we encourage you to apply.

Whats Great About Sophos?· Sophos operates a remotefirst working model, making remote work the primary option for most employees. However, some roles may necessitate a hybrid approach. Please refer to the location details in our job postings for further information.
· Our people – we innovate and create, all of which are accompanied by a great sense of fun and team spirit
· Employeeled diversity and inclusion networks that build community and provide education and advocacy
· Annual charity and fundraising initiatives and volunteer days for employees to support local communities
· Global employee sustainability initiatives to reduce our environmental footprint
· Global fitness and trivia competitions to keep our bodies and minds sharp
· Global wellbeing days for employees to relax and recharge
· Monthly wellbeing webinars and training to support employee health and wellbeing

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 who 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 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. For more information on Sophos’ data protection practices, please consult our Privacy Policy Cybersecurity as a Service Delivered | Sophos