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Global Technical Support Specialist – ESG - Data Protection and Mobile

Reference ID: T2gecQhR4vpf
Information Technology
Full Time
Vancouver, BC     

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Information Technology Vancouver, BC, Canada


Provide the highest levels of product expertise within the Sophos Support organization and act as a common escalation point for worldwide support and GES specialists as well as partners and customers. Liaise with the Engineering and Product Management teams influencing current/future products and ensuring the proactive flow of information between Global Support and Engineering. We are looking for individuals who are passionate about digging into the deepest levels of our products, sharing the know how with others and helping our partners and customers solving their issues showing them how much we care about them.

Main Duties
  • Troubleshoot, replicate, analyse, diagnose and solve customer issues that have been escalated by members of the Sophos Support Organisation, other Sophos Departments or Third Party Vendors
  • Communicate directly with software engineering to help ensure timely and effective resolution of software issues and questions raised by the worldwide support teams.
  • Share knowhow with colleagues, partners and customers. Use every occasion within or outside customer cases to disseminate knowledge and deflect future customer cases or escalations.
  • Participate and lead regular and frequent meetings with development and product management to address and decide about product defects. Communicate status and results back to Service Delivery on a regular basis.
  • Contribute to Sophos release processes by identifying product issues, by communicating product enhancements, by testing new versions, providing feedback and help creating technical training with a focus to continuously improve our products and avoid unnecessary cases or escalations.
  • Be a customer ambassador who is passionate about creating a positive customer experience
  • Record all activity in the department’s call logging system and/or the development’s defect tracking system. Adhere to SLAs, and document with a quality that others could seamlessly continue working on the case.
  • Offer support, guidance and training to new starters within the worldwide Support organization
  • Actively contribute to the development of new or changed processes and procedures
  • Having the ability to manage multiple priorities within a fast paced environment
  • Ability to handle escalated calls while using good judgment to make sound recommendation
  • Ability to work with complex problems where analysis of situations or data requires review
  • Demonstrated self-starter who is willing to change quickly between roles, duties and tasks
  • Adhere to Sophos Support Services best practices
  • Participate in departmental projects
  • Actively participate in team and departmental meetings by providing feedback on current day to day activity and recommendations for improvement.
Experience And Skills
  • Experience in a customer facing role
  • Experience of supporting customers over the phone within an IT environment
  • Experience of installation, configuration and troubleshooting of Windows Desktop and Server operating systems.
  • Experience in working with Active Directory and some experience with MS SQL
  • Experience in supporting Sophos software to end users and partners
  • Experience of supporting customers over the phone or via email within an IT environment
  • Understanding of network protocols like HTTP, SMTP, FTP, SMB, DNS and DHCP
  • Computer Skills – Setting up, upgrading, trouble shooting, installation and Configuration
  • Experience in Wireless networks
  • Customer service – ability to communicate effectively both verbally and written

  • Experience of installation, configuration and working with Mac OS, Unix or Netware.
  • Experience with Virtualization (MS System Center Virtual Machine Manger and/or VMWARE
  • Experience with remediation of malware/viruses/Trojans
  • Any networking type certifications – eg) CCNA, Networking + etc.
  • CompTIA Security+, Network+, MCP or MCSE certifications, CISSP
  • To be able to attend work at short notice in the event of an emergency to cover additional call volumes.
Sophos Canada offers a comprehensive total compensation package including vacation, sick days, BC MSP coverage, extended health coverage which includes medical, dental and vision care, RRSP matching.

Posted: October 18, 2016
Closes:November 23, 2016
Email Address:
Company Info
1001-5000 employees

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About Sophos

Sophos delivers the best IT security and data protection for businesses. We produced our first encryption and antivirus products back in the 1980s. And today our products protect over 100,000 busin...