Welcome to Sophos Recruitment 2024! Embark on a transformative journey as a Global Escalation Engineer. Join our dynamic team, where innovation meets expertise. Unlock your potential, work on cutting-edge projects, and shape the future of technology. Seize this opportunity to learn, grow, and make a lasting impact. Elevate your career with Sophos!
About Sophos
Sophos, a pioneering force in the realm of cybersecurity, offers cutting-edge solutions such as Managed Detection and Response (MDR) and incident response services, alongside a diverse array of endpoint, network, email, and cloud security technologies. With a commitment to safeguarding over 500,000 organizations and more than 100 million users worldwide, Sophos stands at the forefront of defense against a spectrum of cyber threats including active adversaries, ransomware, phishing, and malware. Central to Sophos’ offerings is the cloud-based Sophos Central management console, which serves as the nexus for their suite of services and products. This ecosystem is fortified by Sophos X-Ops, the company’s multidisciplinary threat intelligence unit, which synergizes to fortify the entire Sophos Adaptive Cybersecurity Ecosystem. At its core lies a centralized data lake, underpinned by a rich array of open APIs accessible to customers, partners, developers, and fellow cybersecurity and IT vendors alike. Sophos delivers cybersecurity-as-a-service to organizations seeking comprehensive, fully managed security solutions. Clients can manage their cybersecurity via Sophos’ security operations platform directly, opt for a fully outsourced approach, or adopt a hybrid model by augmenting their internal teams with Sophos’ expertise, including services like threat hunting and remediation. Through an extensive network of reseller partners and managed service providers (MSPs) across the globe, Sophos ensures accessibility and scalability for its solutions. Headquartered in Oxford, U.K., Sophos remains steadfast in its mission to empower organizations with robust cybersecurity defenses in an ever-evolving digital landscape.
Job Highlights
Job Role: Global Escalation Engineer
Degree: Any Graduate
Location: Bangalore
Batch: 2024
Experience: Freshers
Key Responsibilities:
- Troubleshoot, replicate, analyze, and diagnose customer issues escalated by support teams promptly and effectively.
- Provide technical support to customers via Phone/Email/Chat channels to ensure high customer satisfaction.
- Collaborate with GES Escalation Engineers to communicate bugs and facilitate timely resolution of issues.
- Respond to internal support newsgroup postings within departmental guidelines.
- Document and record all activities and communications with support staff, customers, and development teams according to departmental standards.
- Update the department’s case logging system to track progress for each incident.
- Generate technical articles based on support incidents to disseminate technical knowledge.
- Contribute to Support Readiness processes by creating knowledge articles before new releases.
- Liaise with other departments within Sophos to provide technical support input into product development and testing.
- Provide support, guidance, and training to new starters within the technical support team, reinforcing departmental standards.
- Assist in creating product training materials by providing technical details, test examples, and documentation.
- Drive support requirements for future product enhancements, capturing and filtering requirements as necessary.
- Escalate software issues to Sophos NSG Engineering and Product Management teams using standard defect tracking tools.
- Create proactive documentation such as Knowledge Base Articles (KBAs), whitepapers, and notifications.
- Ensure compliance with customer Service Level Agreements (SLAs) and escalate issues promptly to avoid SLA infringements.
- Develop measures to optimize customer support, both reactively and proactively, to meet and exceed SLAs.
- Maintain quality documentation of all activities and status updates for smooth handover of problem ownership within the team.
- Participate in Beta program support if required.
- Perform additional tasks as assigned.
Qualifications and Skills
Qualification: Any Graduate
Skills:
- Previous experience in a customer-facing role, demonstrating strong interpersonal skills and the ability to address customer inquiries effectively.
- Proficient in providing technical support to customers over the phone within an IT environment, ensuring prompt resolution of issues.
- Extensive experience in the installation, configuration, and troubleshooting of firewalls, routers, switches, and other network devices.
- Familiarity with Email Technology and Web Proxy systems, along with experience in Cloud Technologies such as AWS and Azure.
- Knowledge or experience with Intrusion Prevention Systems (IPS), Intrusion Detection Systems (IDS), or Sophos Products would be advantageous.
- Expertise in Linux and Windows systems, including installation, configuration, and troubleshooting.
- Thorough understanding of general networking principles and protocols, with the ability to troubleshoot issues effectively.
- Experience troubleshooting protocols like HTTP, HTTPS, FTP, Email Protocols, VRRP, SMB, DNS, and DHCP.
- Proficient in TCP/IP and ARP, capable of conducting packet traces and diagnosing network issues.
- Experience configuring and troubleshooting wireless devices.
- In-depth understanding of VPN protocols such as IPSec, PPTP, and SSL.
- Experience with installing, configuring, and troubleshooting Sophos products would be beneficial.
- Strong team player with experience working collaboratively in a team environment.
- Ability to work within defined levels of service delivery, ensuring customer satisfaction.
- Effective communication skills, both verbal and written, to convey technical information clearly and concisely.
- Proficient in research and analysis, capable of reproducing technical issues for troubleshooting.
- Ability to prioritize tasks effectively within a high workload environment.
How to Apply
Applying for this opportunity is a straightforward process:
1. Prepare Your Resume: Tailor your resume to highlight relevant skills, coursework, or experiences.
2. Craft a Cover Letter: Write a compelling cover letter that showcases your enthusiasm for joining Sophos and outlines how your skills and experiences align with the role.
3. Submit Your Application: Visit the Sophos career portal and submit your resume and cover letter online. Be sure to check for specific application deadlines.
Conclusion
Advance your career with the prestigious role of Global Escalation Engineer at Sophos in 2024. Join an energetic team where problem-solving prowess, communication finesse, and programming acumen are highly valued. Engage in cutting-edge projects, glean insights from industry luminaries, and play a pivotal role in pioneering solutions that reshape the cybersecurity landscape. This is your moment to flourish within a collaborative setting and leave a lasting imprint. Don’t miss out on the opportunity to sculpt your professional journey with Sophos. Apply now and embark on a rewarding voyage in the realm of technology.