About Us
Sophos is a global leader and innovator of advanced security solutions that defeat cyberattacks, including Managed Detection and Response (MDR) and incident response services and a broad portfolio of endpoint, network, email, and cloud security technologies. As one of the largest pure-play cybersecurity providers, Sophos defends more than 600,000 organizations and more than 100 million users worldwide from active adversaries, ransomware, phishing, malware, and more. Sophos’ services and products connect through the Sophos Central management console and are powered by Sophos X-Ops, the company’s cross-domain threat intelligence unit. Sophos X-Ops intelligence optimizes the entire Sophos Adaptive Cybersecurity Ecosystem, which includes a centralized data lake that leverages a rich set of open APIs available to customers, partners, developers, and other cybersecurity and information technology vendors. Sophos provides cybersecurity-as-a-service to organizations needing fully managed security solutions. Customers can also manage their cybersecurity directly with Sophos’ security operations platform or use a hybrid approach by supplementing their in-house teams with Sophos’ services, including threat hunting and remediation. Sophos sells through reseller partners and managed service providers (MSPs) worldwide. Sophos is headquartered in Oxford, U.K. More information is available at www.sophos.com.
Role Summary
The team leader will be responsible for ensuring the team provides high quality Technical Support for Sophos products, to Sophos customers, partners and in particular to our Premium and Platinum customers and you are responsible for ensuring your team delivers an experience so profound that customers love using our products and services and actively recommend them to others.
Sophos are a leading network and Endpoint security vendor who deliver high quality support to both our Partners and Customers. You will work as part of a pod of engineers and aim to deliver a great support experience to our customers and partners. You will use primarily Phone and Email to support our customer set ensuring to adhere to our support best practices and the Service Level Objectives in our support agreements. As well as working within the pod you will liaise with other parts of Technical Support and cross functional teams on a day-to-day basis.
What you will do
- Oversee a team of Technical Support Personnel, ensuring support is consistently delivered to defined KPI’s & SLA’s
- Use of monitoring tools to react to inbound service level changes
- Ensure your team is logging all activity into the CRM
- Organize and manage regular meetings for the team
- Be available as a point of contact for all Technical Support management issues in the absence of the Technical Support Management team
- Provide mentoring and advice regarding generic network environments to facilitate faster resolution times and further support and knowledge to the network team
- Partner closely with peers locally and across the globe, building co-operation and co-ordination of teams and functions
- Contribute to selection interviewing to ensure the team is staffed appropriately
- Responsible for new starter integration
- Give input into annual salary review & Performance Bonus
- Clearly communicate goals and assignments to staff as part of one to one and group meetings
- Being a customer ambassador who is passionate about creating a positive customer experience
- Conduct Performance Improvement Plans and Capability Reviews where necessary
- Provide monthly reports to the Technical Support Management Team
- Input into team Successions plan and Career Development plans
- Handle customer complaints and escalations though to resolution or further escalation to the Technical Support Management Team
- Maintain staffing levels by reviewing system data and reflecting staffing though weekly rotas ensuring adequate holiday and training coverage
- Monitor and review the Technical Support work levels, looking for ageing cases, quality and activity levels. Advising the Technical Support Management team when there is risk to service levels
- Having the ability to manage multiple priorities within a fast paced technical environment
- Ensuring appropriate training, mentoring and coaching is available for all staff
- Escalate employee and performance concerns to the Technical Support Management team to raise awareness and confirm action plan
- Team & Customer conflict resolution
- Continual Improvement of all aspect of team performance and processes
- Managing a staff of Technical Support Engineers
- Flexible in working with FTS hours
What you will bring
- 7+ yrs of experience in customer support filed in the Networking / Security domain
- 3+ yrs of experience in handling and managing the large team preferably TAC/ Technical support team
- Experience of KPI’s and SLA’s handling
- Strong in communication abilities, including verbal, written and presentation skills
- Influencing/negotiation with customer and able to deal them in critical situations
- Working knowledge of Technical expertise on cyber security, Computer network/endpoint fundamental will be an additional advantage.
- Training people within a technical environment
- Staff Performance Reviews & Improvement Plans
- must to have Global customer support experience preferable to NA / Europe regions
- Required to work on 24x7 shift, including weekends.
- Flexible to adopt for any work environment and should ready to take new challenges.
#LI- REMOTE
#B2
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. Please refer to the location details in our job postings for further information.
· 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. If you have any questions about Sophos’ data protection practices, please contact [email protected].
