Product Support Senior Engineer

<p>Sophos is a global leader and innovator of advanced security solutions for defeating cyberattacks. The company acquired Secureworks in February 2025, bringing together two pioneers that have redefined the cybersecurity industry with their innovative, native AI-optimized services, technologies and products. Sophos is now the largest pure-play Managed Detection and Response (MDR) provider, supporting more than 28,000 organizations. In addition to MDR and other services, Sophos’ complete portfolio includes industry-leading endpoint, network, email, and cloud security that interoperate and adapt to defend through the Sophos Central platform. Secureworks provides the innovative, market-leading Taegis XDR/MDR, identity threat detection and response (ITDR), next-gen SIEM capabilities, managed risk, and a comprehensive set of advisory services. Sophos sells all these solutions through reseller partners, Managed Service Providers (MSPs) and Managed Security Service Providers (MSSPs) worldwide, defending more than 600,000 organizations worldwide from phishing, ransomware, data theft, other every day and state-sponsored cybercrimes. The solutions are powered by historical and real-time threat intelligence from Sophos X-Ops and the newly added Counter Threat Unit (CTU). Sophos is headquartered in Oxford, U.K. More information is available at <a href="http://www.sophos.com/" rel="noopener noreferrer" target="_blank">www.sophos.com</a>.</p><p></p><p><b><span>Role Overview:</span></b></p><p></p><p>You will work closely with product management and engineering to help our customers. The role will be the focal point for our customers in terms of support and will be an integral part of a global team that continues to innovate the product.</p><p></p><p>The ideal candidate will have strong troubleshooting skills, be driven to help customers, and able to dive deep into a new product and learn it inside and out.</p><p></p><p><b><span>Key Responsibilities:</span></b></p><p></p><ul><li>Work and resolve incidents and escalations for both internal and external customers.</li><li>Perform training through hands on demonstrations, technical documentation, and recorded videos. Serve as a mentor when needed.</li><li>Contribute as part of a team and as a member of a project team while also having the ability to work independently at times.</li><li>Collaborate with development and product management teams on shared objectives and product road maps.</li><li><span>Respond and communicate with the customer through various channels of communication (email, phone, chat) </span></li><li><span>Create technical documents and knowledge base articles </span></li><li>Document customer issues</li><li>Adhere to SLAs and strive to deliver excellent customer service</li><li><span>Ability to be empathetic, accurate, compassionate, responsive, resourceful, and conscientious </span></li><li><span>Convey technical jargon in a wide-array of syntax from beginner level users to developers in our tickets as well as knowledge base articles </span></li><li><span>Maintain excellent organizational, written and oral communication skills </span></li><li><span>Possess a strong sense of urgency </span></li></ul><p></p><p><b><span>Minimum Requirements:</span></b></p><ul><li>Minimum of 5 years of software product support experience</li><li>Minimum of 3 year of experience with UNIX/Linux commands</li><li>Minimum of 3 years of experience working with Security Endpoint solutions</li><li>Excellent organizational, written and oral communication skills</li><li>Experience with AWS or Kubernetes or other cloud computing solutions</li></ul><p></p><p><b><span>Preferred requirements:</span></b></p><ul><li>Ability to drive automation projects.</li><li>Good scripting knowledge.</li><li>Familiarity with administration processes in a variety of operating systems, such as Linux/Unix, Microsoft Windows.</li><li>Excellent problem-solving skills and keen ability to diagnose and troubleshoot technical issues. Well-spoken and articulate with an attention to detail with excellent writing abilities.</li><li>Generally familiar with <span><span><span><span><span>scripting/programming:</span></span></span></span></span> Examples include Python, PHP, Perl, SQL.</li><li>Rudimentary understanding of intrusion detection, firewall operations, and other general security practices.</li><li>Intermediate level of networking expertise with understanding of networking fundamentals and well-known protocols/services including GRE, TCP/IP.</li><li>Ability to read and interpret network diagrams.</li><li>Basic understanding of Unix or Linux operating systems including, but not limited to:<ul><li>Navigating the filesystem</li><li>Managing processes</li><li>Obtaining system statistics such as CPU, memory, disk, network interface utilization from the command line</li><li>Identifying potential problems from system logs</li></ul></li><li>Solid understanding of computer network fundamentals including address resoluti