Sophos
Cybersecurity
TechnicalSupportEngineer-ESG(BilingualEnglishandSpanish)
Neural analysis suggests this role is
optimal for Mid+ candidates.
“Technical Support Engineer- ESG (Bilingual English and Spanish) at Sophos. Skills: Technical support, Network administration, System administration. Provide technical support. Handle technical escalations”
What You'll Achieve.
Improve customer satisfaction; Improve engineer efficiency
Industry & Context.
Complex problem solving; Root cause analysis
On-call shifts, Weekend shifts
What They're Looking For.
Must Have
Bachelor's degree or technical diploma, 3+ years' experience in IT, Experience as Systems/Network Administrator, Technical support role experience, Experience with security products, Experience with Linux OS command line, Experience with Active Directory, Experience with cloud virtualization, Excellent verbal communication skills, Excellent written communication skills
Nice to Have
Experience with Firewalls, Experience with IPSec, Experience with IDS/IPS, Experience with Anti-Spam, Experience with Anti-Virus, Experience with Web Security proxies, Experience with Email Security filters, Experience with VPNs, Experience with Amazon AWS, Experience with Microsoft Azure
What You'll Do.
Provide technical support
Handle technical escalations
Provide advanced troubleshooting
Modify customer environment
Provide feedback on procedures
How You'll Work.
Team & Collaboration
Cross-functional teams; Customer interaction
Communication Scope
Verbal communication; Written communication; Customer communication
Full Job Description
## Description About Us Sophos is a cybersecurity leader defending 600,000 organizations globally with an AI-driven platform and expert-led services. Sophos meets organizations wherever they are in their security maturity and grows with them to defeat cyberattacks. Its solutions combine machine learning, automation, and real-time threat intelligence with frontline human expertise from Sophos X-Ops to deliver advanced, 24/7 threat monitoring, detection, and response. Sophos offers industry-leading managed detection and response (MDR) alongside a comprehensive portfolio of cybersecurity technologies — including endpoint, network, email, and cloud security, extended detection and response (XDR), identity threat detection and response (ITDR), and next-gen SIEM. Together with expert advisory services, these capabilities help organizations proactively reduce risk and respond faster, with the visibility and scalability needed to stay ahead of evolving threats. Sophos goes to market with a global partner ecosystem, including Managed Service Providers (MSPs), Managed Security Service Providers (MSSPs), resellers and distributors, marketplace integrations, and cyber risk partners, giving organizations the flexibility to choose trusted relationships when securing their business. Sophos is headquartered in Oxford, U.K. More information is available at www.sophos.com. 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,
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