Sophos

Community Support Engineer, Endpoint

Sophos

full-time

Posted on:

Origin:  • 🇺🇸 United States

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Job Level

Mid-LevelSenior

Tech Stack

CloudCyber SecurityFirewallsLinuxMacOSSQLUnixVMware

About the role

  • Sophos: global cybersecurity company, leader in endpoint, network, email, and cloud security and MDR services
  • Community Support Engineer role: proactively support customers by engaging users online and producing self-service support content
  • Act as a Sophos Ambassador to build and develop the Sophos Community and provide an excellent online customer support experience
  • Deflect support cases by proactively resolving customer queries on online platforms such as the Sophos Community, Reddit, and Twitter
  • Monitor and expedite escalation of user issues reported online and amplify urgent product advisories and releases through social media
  • Act as technical contact for Sophos Techvids to produce informative how-to and troubleshooting guides and videos
  • Review, moderate, and verify community content to ensure technical accuracy and quality
  • Collect, assess, and relay user feedback to stakeholders and collaborate with internal teams to resolve complex issues

Requirements

  • Effective verbal and written communicator
  • Exceptional interpersonal skills
  • Organized self-starter that is accountable and responsible for their work
  • Strong technical knowledge and understanding of IT security concepts, including antivirus, networking and encryption technologies
  • Excellent verbal and written communication skills that inspire confidence when helping customers troubleshoot their issues
  • Advanced computer skills: Active Directory, SQL, Networking, Microsoft Exchange, VMWare, Linux/Unix, Mac, Microsoft Windows, Windows Server Administration including Domain Controllers, Active Directory, IIS and SQL
  • Thorough knowledge and understanding of: Security, Cloud, Data protection, Encryption, Malware, Spyware, Cyber Security, Firewalls, Antivirus and Disaster Recovery
  • Experience with installation, configuration and troubleshooting of Windows Desktop and Server operating systems
  • Experience with remediation of malware/viruses/Trojans
  • Experience of installation and configuration of MacOS, UNIX or Netware
  • Experience with Virtualization (MS System Center Virtual Machine Manager and/or VMWARE)
  • Knowledge and understanding of the online Sophos Community platform and experience with social media platforms (Reddit & Twitter)