Technical Support Engineer- NSG

About Us Sophos is a global leader and innovator of advanced security solutions for defeating cyberattacks. The company acquired Secureworks in February 2025, bringing together two pioneers that have redefined the cybersecurity industry with innovative, native AI-optimized services, technologies and products. Sophos is now the largest pure-play Managed Detection and Response (MDR) provider, supporting more than 28,000 organizations. The solutions are powered by historical and real-time threat intelligence from Sophos X-Ops and the newly added Counter Threat Unit (CTU). Sophos is headquartered in Oxford, U.K. More information is available at Role Summary As a Technical Support Engineer, you will have the opportunity to support our customers and learn cutting-edge technologies in the dynamic software security space. What You Will Do Provide Sophos customers with Technical Support within the defined parameters of Sophos Support Services including customers with defined SLAs, with a focus on quality and customer satisfaction, covering our Network products Provide advanced troubleshooting via remote sessions to modify customer’s environment towards a resolution that includes, but is not limited to: Installation issues, best practice configuration, network troubleshooting, Windows, Linux, Mac and Unix OS configuration Handle technical escalations within team response/resolution targets Ability to work weekend and on-call shifts on a rotational basis Provide Team Leader or Manager feedback about Technical Support procedures and policies, to improve overall customer satisfaction as well as engineer efficiency What You Will Bring A bachelor’s degree or technical diploma in Computer Science, Electronic Engineering, Computer Engineering, or related field 3+ years’ experience in the IT field, including experience as a Systems/Network Administrator, or a technical support role supporting Systems/Network administrators Experience with security products, such as Firewalls, IPSec, IDS/IPS, Anti -Spam, Anti-Virus, Web Security proxies, Email Security filters, VPNs Experience with Linux operating systems through the command line level Experience with Active Directory (or any LDAP variant) group policy configuration and deployment Experience with cloud virtualization such as Amazon AWS or Microsoft Azure The ability to work with complex problems where analysis of situations or data requires a review Excellent verbal and written communication skills, inspiring confidence while leading customers through the steps to resolve issues via phone, and email 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. While we are a remote first organization, applicants must have legal authorization to work in the jurisdiction where the position is posted, without requiring employer sponsorship. · 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. For more information on Sophos’ data protection practices, please consult our Privacy Policy. #J-18808-Ljbffr