Workday Integration – PRISM Technical Analyst
Zoox
Community Support Engineer, Endpoint
Sophos
full-time
Posted on:
Location: 🇺🇸 United States
Visit company websiteJob 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)
