Technical Support Specialist L2
6 days ago
Sophos is a global leader in advanced security solutions for defeating cyberattacks.
We acquired Secureworks, combining two pioneers that have redefined the cybersecurity industry with innovative AI-optimized services and products.
Sophos is the largest pure-play Managed Detection and Response (MDR) provider, supporting over 28,000 organizations.
Our complete portfolio includes endpoint, network, email, and cloud security that interoperate and adapt to defend through our Sophos Central platform.
Secureworks provides Taegis XDR/MDR, identity threat detection, next-gen SIEM capabilities, managed risk, and advisory services.
We sell all these solutions through reseller partners, MSPs, and MSSPs worldwide, defending over 600,000 organizations from phishing, ransomware, data theft, and everyday state-sponsored cybercrimes.
Role SummaryAs a Technical/Cybersecurity Support Engineer L2, you will provide technical support to field engineers, technicians, and product support personnel who diagnose, troubleshoot, repair, and debug complex systems.
- Provides mentoring to junior engineers on cases assigned and reduces turnaround time on resolving incidents.
- Provides technical support to VIP customers by answering calls and emails in line with departmental measures with a focus on high quality. Research incidents by replicating customers' issues within a test environment.
- Accepts cases escalated from junior engineers and schedules troubleshooting sessions with customers or corresponds via email.
- Replicates customer issues in the test environment to provide root cause analysis on customer incidents.
- Actively mentors junior engineers on cases in real-time via joint remote sessions and conference calls.
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