Support Advocate

2 days ago

Calamba, Calabarzon, Philippines beBeeCommunity Full time $85,000 - $115,000

We're looking for a highly motivated and skilled Community Support Engineer to join our team. As a key member of our support team, you will be responsible for providing top-notch online customer support to our customers through various platforms such as the Sophos Community, Reddit, and Twitter.

Your primary goal will be to proactively engage with customers, resolve their queries, and escalate any issues that require further attention. You will also be responsible for creating valuable self-service content to help customers find answers to their questions quickly and easily.

Main Responsibilities
  • Act as a support ambassador to build and develop the Sophos Community
  • Deflect support cases by resolving customer queries on online platforms
  • Monitor and expedite the escalation of user issues reported online
  • Amply urgent product advisories and latest version releases through social media
  • Collaborate with technical teams to produce informative guides and videos
  • Review, moderate, and verify community content for technical accuracy and quality

Requirements and Qualifications

  • Effective communication skills both written and verbal
  • Exceptional interpersonal skills
  • Organized self-starter with accountability and responsibility
  • Strong technical knowledge and understanding of IT security concepts
  • Excellent communication skills to inspire confidence in customers
  • Advanced computer skills including ActiveDirectory, SQL, Networking, Microsoft Exchange, VMWare, Linux/Unix, Mac, Microsoft Windows, WindowsServer Administration
  • Thorough knowledge 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 remediation of malware/viruses/Trojans
  • Knowledge and understanding of the online Sophos Community platform and experience with social media platforms

Benefits

  • Sophos operates a remote-first working model, offering flexibility and work-life balance
  • Ongoing training and development opportunities to enhance your skills
  • Opportunities to collaborate with diverse teams and experts
  • Annual charity and fundraising initiatives, volunteer days, and sustainability initiatives

About Us

We believe in the power of diverse perspectives to fuel innovation. We encourage applicants who can contribute to the diversity of our team. If you're passionate about cybersecurity and committed to delivering exceptional customer experiences, we'd love to hear from you

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