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 Support Readiness Support specialist's key responsibility is ensuring new Network products, features, and maintenance releases are communicated appropriately to all employees globally. In addition to this, the Program Specialist will work with colleagues to oversee technical training content completion, eliminate or identify supportability concerns, and advocate feedback or provide action plans in pre-development stages.
The program specialist is responsible for creating new product introduction programs for new products or features to all employees globally; product technical expertise, and continually improving responsiveness and resolution for phone and email customer support cases.
What You Will Do
- Lead instructional design programs through the development, delivery, and continuous monitoring of technical support materials
- Work closely with customer-facing and engineering teams to translate customer needs into actionable plans for technical support readiness.
- Collaborate with cross-functional teams to ensure seamless integration and awareness of technical support services for new, existing, or maintenance releases
- Develop and retain an up-to-date knowledge of current working practices by periodically spending time working with the operational divisions.
- Identify technical training and professional development needs within the support organization through job analysis and regular consultation ensuring the necessary skills and knowledge to meet performance objectives are met
- Conduct regular product operation meetings with all teams. Identify barriers to business success establish support needs and provide feedback to appropriate product managers and engineering leads
- Evaluate options for training delivery to determine the best method to get the outcome needed.
- Ensure that all training materials are produced to a professional standard and comply with Company standards. Work closely with the Product Management, Support Readiness, Subject Matter Experts on producing technical training materials.
- Expertise in managing a variety of security products, including all software and hardware like Anti-Virus, Firewall, URL Filtering, Data Loss Prevention, Remote Ethernet Device (REDs), VPNs, Switches, Zero Trust Network Access and Access points.
- Mentor other instructors/team leaders/Subject Matter Experts in the content and course delivery techniques for assigned technical courses.
- Maintain the quality and consistency of course content throughout a course’s life cycle
- Ability to travel when required, ability to work in different shifts on demand. May be requested to work overtime and weekends.
What You Will Bring
- 3+ years’ experience in the IT project management field, including experience as a Systems Administrator, or a technical support role supporting Systems administrators.
- Strong working knowledge of JIRA software or similar
- Excellent verbal and written communication skills inspiring confidence while leading a global support organization
- 1+ years’ experience leading or guiding new technical projects or initiatives
- Excellent understanding of Network and security technologies, including routing, switching, email security, and Firewall, endpoint securities
- Exceptional skills in leadership, time management and organization
- Recent experience working with development, hardware, and engineering workflows; including administrating JIRA systems.
- Hands-on experience using Network and Security technologies, including Routing, Switching, Anti-spam, Anti-Malware, Firewall, and Endpoint security.
- Experience supporting virtual platforms (VMWare, Hyper-V, Xen) or Cloud platforms (AWS, Azure, Google).
- Ability to assess technical requirements and propose appropriate solutions.
- Able to break down complex technical scenarios into component parts and describe the interactions between each
- Able to describe the routing process for traffic transiting into and out of an Autonomous System
- Able to capture and analyze a network stack trace using common tools such as Wireshark or tcpdump – including being able to read the packet headers to determine protocol and ports in use
- Able to use common Linux command-line interface (CLI) programs such as VIM, top, tcpdump, ps and others
- Able to describe how Web Browsers GET websites and how HTML is parsed
- Knowledge of cryptography theory and application including the symmetric and asymmetric encryption, hash functions, digital signatures, and how the PKI works
- Knowledge of VPN theory and application including policy negotiations, hash functions, authentication
- Exceptional interpersonal and communication skills, both spoken and written English; proficiency in additional languages is a plus.
- Excellent organizational and time-management abilities.
- Thrives in a multitasking environment and can adjust priorities on the fly
- Bachelor’s degree or technical diploma in Computer Science, Electronic Engineering, Computer Engineering, or related field
- Microsoft 365 Certified: Endpoint Administrator Associate, CompTIA Linux+, Cloud certification
- PMI, Certified Associate in Project Management (CAPM)
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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].
