Community Advocate

Sophos is a global leader and innovator of advanced security solutions for defeating cyberattacks. The company brings 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.

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 online support, you are a Support brand ambassador who conveys the company's values and personality through online communications, including timely responses to posts and comments.

Main Responsibilities

• Act as a Support ambassador to build and develop online communities and provide an excellent customer support experience
• Deflect support cases by proactively resolving customer queries on online platforms such as Reddit, Twitter, and forums
• Monitor and expedite the escalation of user issues reported online
• Amplify urgent product advisories and latest version releases through social media
• Act as a technical contact for content creators to help produce informative guides and videos
• Review, moderate, and verify community content to ensure technical accuracy and quality
• Collect and relay valuable user feedback to drive product and documentation improvement
• Effectively collaborate with internal teams to resolve complex issues

To be successful in this role, you will need:

• Effective communication skills
• Strong interpersonal skills
• Organized approach and ability to work independently
• Technical knowledge and understanding of IT security concepts
• Excellent problem-solving and analytical skills
• Advanced computer skills, including but not limited to: ActiveDirectory, SQL, Networking, Microsoft Exchange, VMWare, Linux/Unix, Mac, Microsoft Windows, WindowsServer Administration
• 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 operating systems and software applications
• Experience with virtualization and cloud computing
• Knowledge and understanding of online communities and social media platforms

We offer a range of benefits, including:

• Remote-first working model, with flexibility to work from anywhere
• Diverse and inclusive environment, with opportunities to contribute to employee-led diversity and inclusion networks
• 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

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.

Our commitment to equality of opportunity is unwavering, and we treat all applicants fairly and equally regardless of gender, sex, gender reassignment, marital status, race, religion or belief, color, age, military veteran status, disability, pregnancy, maternity or sexual orientation.