Global Escalation Engineer

Overview

Act as the highest level of product expertise within Sophos technical support and as a common escalation point for worldwide support and GES specialists, liaising with engineering and product management teams.

What you'll do

• Troubleshoot, replicate, analyze and diagnose customer issues escalated by worldwide support teams.
• Communicate directly with GES Escalation Engineers to help ensure timely and effective resolution of issues and questions raised by worldwide support teams.
• Respond to internal support newsgroup postings within departmental guidelines.
• Document and record all activities and communication with support staff, customers and the DEV team per departmental quality standards.
• Record all activities in the department's case logging system so progress can be tracked for each incident.
• Produce technical articles based on support incidents and hot issues to disseminate technical knowledge.
• Contribute to Support Readiness by proactively creating knowledge articles prior to a new release.
• Liaise with other departments to provide technical support input into development and testing of products.
• Offer support, guidance and training to new starters within worldwide technical support, reinforcing departmental standards.
• Contribute to product training creation by providing technical details, test examples and documentation.
• Drive support requirements for future product enhancements, capturing and filtering requirements as required.
• Escalate software issues to Sophos NSG Engineering and Product Management teams using standard defect tracking tools.
• Create proactive documentation including KBAs, whitepapers, notifications and other articles.
• Assure fulfillment of service levels defined in customer Service Level Agreements, escalating in a timely manner to avoid SLA infringements.
• Develop measures to optimize customer support, both reactively after infringements and proactively to avoid them.
• Ensure quality of documentation of all activities and status updates, allowing immediate takeover of problem ownership by other GES team members.
• Participate in Beta program support if required.
• Carry out additional tasks as assigned.

What you'll need

• Experience in a customer facing role.
• Experience supporting customers over the phone within an IT environment.
• In-depth experience of installation, configuration and troubleshooting of mainstream Sophos NSG products such as XG and UTM9.
• In-depth experience of installation, configuration and troubleshooting of Windows and Linux servers.
• In-depth experience of configuration and troubleshooting general networking issues.
• Experience troubleshooting protocols including HTTP, HTTPS, email protocols, FTP, SMB, DNS and DHCP.
• Understanding of TCP/IP and ARP to run packet traces and troubleshoot network issues.
• Experience configuring firewalls.
• General understanding of VPN protocols such as IPSec, PPTP and SSL.
• Experience working in a team environment.
• Experience maintaining agents and queues associated with SLAs within a call routing system.
• Experience working to defined levels of service delivery.
• Telephone skills, with the ability to handle telephone calls.
• Customer service skills, with the ability to communicate effectively both verbally and in writing.
• In-depth research and analysis capabilities to reproduce technical issues.
• Ability to prioritize within a high workload.

Nice to have

• Experience of Sophos NSG products such as SEA, SWA, Cyberoam and Central products.

Details

• Provide Technical Support to Sophos customers during weekends and public holidays as per the department's rota.
• Remote-first working model; applicants must have legal authorization to work in the jurisdiction where the position is posted, without requiring employer sponsorship.