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Product Support Engineer (Secureworks)

extra holidays - fully flexible
Remote: 
Full Remote
Contract: 
Experience: 
Mid-level (2-5 years)
Work from: 

Offer summary

Qualifications:

Minimum 3 years of software product support experience., Experience with UNIX/Linux commands and Security Endpoint solutions., Good scripting knowledge and problem-solving skills., Familiarity with networking fundamentals..

Key responsabilities:

  • Resolve incidents for internal and external customers.
  • Create technical documents and knowledge base articles.

Sophos logo
Sophos Large https://www.sophos.com/
1001 - 5000 Employees
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Job description

About Us
Sophos is a global leader and innovator of advanced security solutions that defeat cyberattacks, including Managed Detection and Response (MDR) and incident response services and a broad portfolio of endpoint, network, email, and cloud security technologies. As one of the largest pure-play cybersecurity providers, Sophos defends more than 600,000 organizations and more than 100 million users worldwide from active adversaries, ransomware, phishing, malware, and more. Sophos’ services and products connect through the Sophos Central management console and are powered by Sophos X-Ops, the company’s cross-domain threat intelligence unit. Sophos X-Ops intelligence optimizes the entire Sophos Adaptive Cybersecurity Ecosystem, which includes a centralized data lake that leverages a rich set of open APIs available to customers, partners, developers, and other cybersecurity and information technology vendors. Sophos provides cybersecurity-as-a-service to organizations needing fully managed security solutions. Customers can also manage their cybersecurity directly with Sophos’ security operations platform or use a hybrid approach by supplementing their in-house teams with Sophos’ services, including threat hunting and remediation. Sophos sells through reseller partners and managed service providers (MSPs) worldwide. Sophos is headquartered in Oxford, U.K. More information is available at www.sophos.com.

What You Will Do
  • Work and resolve incidents and escalations for both internal and external customers. 
  • Perform training through hands on demonstrations, technical documentation, and recorded videos. Serve as a mentor when needed. 
  • Contribute as part of a team and as a member of a project team while also having the ability to work independently at times. 
  • Collaborate with development and product management teams on shared objectives and product road maps. 
  • Respond and communicate with the customer through various channels of communication (email, phone, chat) 
  • Create technical documents and knowledge base articles 
  • Document customer issues 
  • Adhere to SLAs and strive to deliver excellent customer service 
  • Ability to be empathetic, accurate, compassionate, responsive, resourceful, and conscientious 
  • Convey technical jargon in a wide-array of syntax from beginner level users to developers in our tickets as well as knowledge base articles 
  • Maintain excellent organizational, written and oral communication skills 
  • Possess a strong sense of urgency 

  • What You Will Bring
  • Minimum of 3 years of software product support experience 
  • Minimum of 1 year of experience with UNIX/Linux commands 
  • Minimum of 2 years of experience working with Security Endpoint solutions 
  • Excellent organizational, written and oral communication skills 
  • Ability to drive automation projects. 
  • Good scripting knowledge. 
  • Familiarity with administration processes in a variety of operating systems, such as Linux/Unix, Microsoft Windows. 
  • Excellent problem-solving skills and keen ability to diagnose and troubleshoot technical issues. Well-spoken and articulate with an attention to detail with excellent writing abilities. 
  • Generally familiar with scripting/programming: Examples include Python, PHP, Perl, SQL. 
  • Rudimentary understanding of intrusion detection, firewall operations, and other general security practices. 
  • Intermediate level of networking expertise with understanding of networking fundamentals and well-known protocols/services including GRE, TCP/IP. 
  • Ability to read and interpret network diagrams. 
  • Basic understanding of Unix or Linux operating systems including, but not limited to: 
  • Navigating the filesystem 
  • Managing processes 
  • Obtaining system statistics such as CPU, memory, disk, network interface utilization from the command line 
  • Identifying potential problems from system logs 
  • Solid understanding of computer network fundamentals including address resolution protocol, routing, network address translation, virtual private networks, and the OSI model. 
  • Demonstrate ability to troubleshoot endpoint detection and response systems. 
  • #Li-Remote

    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 don't 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. Don't let a checklist hold you back – we encourage you to apply.

    What's Great About Sophos?
    ·   Sophos operates a remote-first 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
    ·   Employee-led 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.  If you have any questions about Sophos’ data protection practices, please contact dataprotection@sophos.com.

    Required profile

    Experience

    Level of experience: Mid-level (2-5 years)
    Spoken language(s):
    English
    Check out the description to know which languages are mandatory.

    Other Skills

    • Problem Solving
    • Empathy
    • Organizational Skills
    • Detail Oriented
    • Communication

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