Team Lead, Technical Support

About UsRole SummaryAt Sophos, we're on a mission to empower organizations to secure their digital future.We're looking for a dynamic and experienced Team Lead, Technical Support to join our Global Support Services team.In this role, you'll lead a team of talented support engineers, ensuring exceptional customer experiences while driving operational excellence in a fast-paced, follow-the-sun support model.This is a unique opportunity for a trilingual leader (English, Spanish, and Portuguese) who thrives in a collaborative, customer-centric environment and is passionate about cybersecurity, automation, and team development.What You Will DoLead, coach, and mentor a team of Technical Support Engineers, fostering a culture of continuous learning and high performance.Manage team schedules and ensure optimal staffing levels to meet forecasted support demand.Monitor support queues and allocate resources effectively to maintain service levels.Provide hands-on assistance during critical incidents and high-priority escalations.Oversee case distribution and ensure timely resolution or escalation of support cases.Conduct regular case audits to identify coaching opportunities and drive process improvements.Collaborate with global teams to ensure seamless case handovers across regions.Analyze support trends and recurring issues to recommend and implement improvement initiatives.Partner with the Escalation, Training, and Knowledge Management teams to enhance support readiness and documentation.Contribute to the development and review of knowledge base articles.Act as a backup to the Support Manager when needed, including escalation handling and operational oversight.Prepare and present case reports and performance metrics to leadership.What You Will BringFluency in English, Spanish, and Portuguese—both written and verbal—for effective customer engagement and internal collaboration.3+ years of hands-on experience with endpoint security products (e.g., antivirus, device encryption, EDR).At least 1 year of experience leading or supervising a technical support team.Strong troubleshooting skills across operating systems, networking, servers, and virtual environments.Familiarity with IT Service Management (ITSM) systems (e.g., ServiceNow, Zendesk, Jira Service Management).Ability to analyze and visualize data, including generating reports and dashboards using tools like Power BI.Experience or willingness to work with automation tools such as Power Automate or similar platforms.Proven ability to drive customer satisfaction and team performance.A proactive mindset with a passion for technology and continuous improvement.Experience working in a global, fast-paced technical support environment.Prior experience with a technology product vendor is a plus.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 wellbeingOur Commitment To YouWe'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 ProtectionIf 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 Cybersecurity as a Service Delivered | SophosWe may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses.These tools assist our recruitment team but do not replace human judgment.Final hiring decisions are ultimately made by humans.If you would like more information about how your data is processed, please contact us.