Offer summary

Qualifications:

Minimum 2 years of experience in troubleshooting Network Security and Firewall products., Strong understanding of IT Security concepts including antivirus, networking, and encryption technologies., Excellent communication skills, both verbal and written, to assist customers effectively., Bachelor's degree in Information Technology, Computer Science, or equivalent work experience..

Key responsibilities:

Assist customers with technical issues related to network security products.

Handle customer complaints and escalations via phone, email, or remote desktop.

Learn and utilize software tools and problem-solving strategies to improve support processes.

Provide a positive customer experience and promote product recommendations.

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 L1 (Network Security), you will have the opportunity to support our customers and learn cutting edge technologies in the dynamic software security space.

What You Will Do
Having a strong customer service focus with the commitment to excellence and desire to delight customers and being a customer ambassador who is passionate about creating a positive customer experience
Solving technical problems and delivering an experience so profound that customers love using our products and services and actively recommend them to others
Learning and utilizing specific software tools and problemsolving strategies to solve for customer issues and continuously improve our processes
Handle customer complaints and escalations (via phone, email, remote desktop) by talking to customers directly

What You Will Bring
Essential:
At least 2 years of experience in troubleshooting Network Security Firewall products and providing after sales support to customers.
Strong technical knowledge and understanding of IT Security concepts, including antivirus, networking and encryption technologies
Excellent verbal and written communication skills, inspiring confidence while leading customers through the steps to resolve issues via phone and email
Ability to handle escalated calls while using good judgment to make sound recommendations
Advanced computer skills and at least 1 year experience including but not limited to: Linux, Unix, DNS, Networking, Network security, Apache, Proxies, Email security, http protocol, bash, web proxy, web security, spam filtering, Active Directory
Understanding of network protocols like HTTP, SMTP, FTP, SMB, DNS and DHCP
Basic to intermediate knowledge and understanding on the following concepts: Security, Firewalls, and Cloud.
Amenable to work on early morning schedule (6AM 3PM PH Time)

Desirable Skills:
Any networking type certifications (CCNA, Networking + etc)
Basic knowledge on remediation of malwarevirusesTrojans
Basic knowledge on Virtualization (MS System Center Virtual Machine Manger andor VMWARE
Bachelors degree in Information Technology Computer Science or equivalent work experience
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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