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Global Escalation Engineer

Latest job opening in Sophos | Escalation Engineer | Freshers job 2024

Global Escalation Engineer

Sophos (Remote )

Job Description

Latest job opening in Sophos for Escalation Engineer.Utilizes troubleshooting tools (e.g., debugging) to help resolve customer issues. Supports the business both locally and globally to drive business. Serves as a technical escalation point. Resolves highly complex cases and by working on the end-to-end on case resolution

To provide the highest levels of product expertise within Sophos technical support and to act as a common escalation point for worldwide support and Global Escalation Support(GES) specialists. Liaise with the engineering and product management teams influencing current/future products and ensuring the flow of proactive information between Global Support and Engineering.
Skills set Required for this Job :
    • Experience in a customer facing role
    • Experience of supporting customers over the phone within an IT environment
    • In depth experience of installation, configuration and troubleshooting of firewalls, routers, switches and network devices
    • Experience of Email Technology and Web Proxy
    • Experience of Cloud Technologies, AWS, Azure, IPS/IDS or Sophos Products is desirable
    • Expertise on Linux and Windows systems
    • In depth experience of configuration and troubleshooting general networking issues
    • Experience in troubleshooting protocols like HTTP, HTTPS, FTP, Email Protocols, VRRP, FTP, SMB, DNS and DHCP
    • In depth understanding of TCP/IP and ARP to run packet traces and troubleshoot network issues
    • Experience in configuration and troubleshooting wireless devices
    • In depth understanding of VPN protocols such as IPSec, PPTP, SSL
    • Experience of installing, configuring and troubleshooting the Sophos products would be the added advantage
    • Experience in a team environment
    • Experience of working to defined levels of service delivery
    • Ability to handle telephone calls
    • Ability to communicate effectively both verbally and written
    • In depth research and analysis capabilities to reproduce technical issues
    • Ability to prioritize within a high workload.
Job Responsibilities
    • Troubleshoot, replicate, analyze and diagnosis customer issues that have been escalated by the support teams.
    • Providing technical support to the customer via Phone/Email/Chat and ensuring high Customer Satisfaction
    • Providing inputs to the development team on the bugs, Communicate directly with GES Escalation Engineers to help ensure timely and effective resolution of issues and questions raised by the worldwide support teams.
    • Respond to internal support newsgroup postings, ensuring they are answered within departmental guidelines.
    • Document and record all activities and communication with support staff, customers, DEV team as per the departmental standards of quality.
    • Recording of all activities in the department’s case logging system which needs to be updated so progress can be tracked for each incident.
    • Produce technical articles based on support incidents / hot issues, to assist with the dissemination of technical knowledge.
    • Contribute to Support Readiness processes by pro-active creation of knowledge articles prior to a new release.
    • Liaison with other departments within Sophos to provide technical support input into development and testing of products.
    • Offer support, guidance and training to new starters within the worldwide technical support, ensuring that all departmental standards are introduced and reinforced throughout.
    • Contribute to product training creation – provide technical details, test examples and documentation.
    • Drive support requirements for future product enhancements, capturing and filtering requirements as required.
    • Escalate software issues to members of the Sophos NSG Engineering and Product Management teams with standard defect tracking tools.
    • Create proactive documentation including KBA, whitepapers, notifications and other articles.
    • Assure fulfillment of service levels as defined in customer’s Service Level Agreements. Adhere to and supervise service levels specified; escalate in a timely manner to avoid SLA infringements.
    • Develop measures to optimize customer support, both re-actively as consequence of infringements and proactively to avoid them.
    • Ensure quality of documentation of all activities and status updates, allowing immediate takeover of problem ownership by others members of the GES team
    • Participate in Beta program support if required.
    • Carry out additional tasks as assigned.

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Job Type: In Office Job Timing: Full Time

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