Community Support Engineer

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 everyday 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 www.sophos.com.

Are you passionate about Cybersecurity and interested in the future of online Support and self-service through platforms like the Sophos Community, Reddit, and YouTube?

Sophos is looking for passionate and highly motivated candidates for the Community Support Engineer role.

As a Community Support Engineer, you will have the opportunity to proactively support our customers by engaging us online and producing valuable self-service support content.

An expert in the Sophos "voice", you are a Support brand ambassador for Sophos, conveying the company's values and personality through our online communications, including timely responses to posts and comments.

Main Duties

• Act as a Sophos Ambassador to build and develop the Sophos Community and provide an excellent online customer support experience
• Deflect support cases by proactively resolving customer queries that arrive on the online platforms such as the Sophos Community, Reddit, and Twitter
• Monitor and expedite the escalation of user issues that are reported online
• Amplify urgent Sophos Support product advisories and latest version releases through social media
• Act as a technical contact for Sophos Techvids to help produce informative and engaging how-to & troubleshooting guides and videos
• Actively review, moderate, and verify community content to ensure technical accuracy and quality
• Collect, assess, and relay valuable user feedback and suggestions to Sophos stakeholders to drive product & documentation improvement
• Effectively cross-collaborate with various internal Sophos teams to resolve complex issues

Skills & Experience

• Effective verbal and written communicator
• Exceptional interpersonal skills
• Organized self-starter that is accountable and responsible for their work
• Strong technical knowledge and understanding of IT security concepts, including antivirus, networking and encryption technologies
• Excellent verbal and written communication skills that inspire confidence when helping customers troubleshoot their issues
• Advanced computer skills including but not limited to: ActiveDirectory, SQL, Networking, Microsoft Exchange, VMWare, Linux/Unix, Mac, Microsoft Windows, WindowsServer Administration, including Domain Controllers, ActiveDirectory, IIS and SQL
• Thorough knowledge and understanding of Security, Cloud, Data protection, Encryption, Malware, Spyware, Cyber Security, Firewalls, Antivirus and Disaster Recovery
• Experience with installation, configuration and troubleshooting of Windows Desktop and Server operating systems
• Experience with the remediation of malware/viruses/Trojans
• Experience with installation and configuration of MacOS, UNIX or Netware
• Experience with Virtualization (MS SystemCenter Virtual Machine Manager and/or VMWARE)
• Knowledge and understanding of the online Sophos Community platform and experience with the various social media platforms (Reddit & Twitter)

Ready to Join Us?

At Sophos, we believe in the power of diverse perspectives to fuel innovation. We encourage applicants who can contribute to the diversity of our team. Don't let a checklist hold you back – your unique experiences and skills might be exactly what we need.

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. While we are a remote first organization, applicants must have legal authorization to work in the jurisdiction where the position is posted, without requiring employer sponsorship.

· 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. For more information on Sophos' data protection practices, please consult our Privacy Policy Cybersecurity as a Service Delivered | Sophos

• Seniority level: Not Applicable

• Employment type: Full-time

• Job function: Information Technology
• Industries: Software Development

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