Technical Support Engineer L2 - 3

Sophos - Vancouver, BC (28 days ago)

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Sophos makes IT security simple with next-generation solutions that protect networks, servers, and devices, wherever they are. Today, more than 100 million users in 150 countries and a global network of channel partners trust Sophos to deliver simple solutions to complex security challenges. Focused on innovation and backed by a global network of Sophos Labs threat intelligence centers and industry-leading support, Sophos delivers solutions that are simple to deploy, maintain, and manage, enabling organizations to focus on performance and growth. Sophos — Security made simple.

The Role

Are you passionate about Software Security?

At Sophos, we operate at the cutting edge of technology, protecting businesses worldwide against complex threats, viruses and spam. We build high quality software security products in a fast-paced, nimble environment and we've been doing it for over 20 years. Join us to help our customers protect their business and meet compliance needs. 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.

Responsibilities

Provide Sophos customers with expert level 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 Security products
Provide advanced troubleshooting via remote sessions to modify customer’s environment towards a resolution that include, but are not limited to: Installation issues, best practice configuration, network troubleshooting, Windows, Email appliances configuration.
Coach and assist L1 engineer on troubleshooting steps, knowledge base and help them decide the best steps to isolate a problem
Be available to help L1 engineers for management of technically complex cases and challenging customer facing situations
Ability to coordinate with internal departments, escalate to new level if cases are taking long time to resolve, notify management team for cases which can get escalated/need attention or can result into a customer dissatisfaction
Provide regular updates to the customer as defined by case priorities guidelines for assigned complex cases and/or sales escalation
Document all troubleshooting and case management actions via the electronic case management system.
Handle technically complex cases and customer sensitive escalations within team response/ resolution targets
To work on weekends and/or on-call shifts
Provide Team Leader or Manager feedback with regards to Technical Support procedures and policies, with the goal of improving overall customer satisfaction as well as engineer efficiency
To share regular feedback of assigned L1 engineers with manager
Provide inputs to update/enrich community forums, self helps and Knowledge base articles
Participate in technical discussions involving customer, sales and/or product management team
Monitoring case backlog to ensure we meet agreed SLA’s with customers and internal KPI targets; sharing regular status reports with management

Qualifications

A bachelor’s degree or technical diploma in Computer Science, Electronic Engineering, Computer Engineering or related field
5+ years’ experience in the IT/Telecom field preferably customer facing support role
Expert level knowledge working with security products, such as Firewalls, Email filtering, web policies and routing protocols
Experience troubleshooting equipment connected behind the firewall
Knowledge of Linux, AWS, Amazon Azure is preferred
The ability to work with complex problems where analysis of situations or data requires review
Excellent verbal and written communication skills, inspiring confidence while leading customers through the steps to resolve issues via phone, and email
Ability to work in high pressure, multi-tasking support roles with abilities to prioritize customer issues, apply quick break-fixes and take steps for eliminating the root cause
Understand different coaching methods and adapt per assigned L1 engineer