Online Community Champion

2 days ago

Cavite City, Calabarzon, Philippines beBeeCommunity Full time $60,000 - $80,000
Job Description

Sophos is a global leader and innovator of advanced security solutions for defeating cyberattacks. The company has redefined the cybersecurity industry with its innovative, native AI-optimized services, technologies, and products.

The Community Support Engineer will have the opportunity to proactively support customers by engaging them online and producing valuable self-service support content. This role requires expertise in conveying the company's values and personality through online communications, including timely responses to posts and comments.

This position involves deflecting support cases by proactively resolving customer queries that arrive on online platforms such as forums and social media. The engineer will also monitor and expedite the escalation of user issues reported online.

A key aspect of this role is amplifying urgent product advisories and latest version releases through social media. Additionally, the engineer will act as a technical contact for producing informative how-to guides and videos.

The Community Support Engineer will actively review, moderate, and verify community content to ensure technical accuracy and quality. They will collect, assess, and relay valuable user feedback and suggestions to drive product and documentation improvement.

This role requires effective collaboration with various internal teams to resolve complex issues.

Required Skills and Qualifications
  • Effective verbal and written communication skills
  • Exceptional interpersonal skills
  • Organized self-starter with accountability and responsibility
  • Strong technical knowledge and understanding of IT security concepts, including antivirus, networking, and encryption technologies
  • Excellent communication skills that inspire confidence when helping customers troubleshoot their issues
  • Advanced computer skills including ActiveDirectory, SQL, Networking, Microsoft Exchange, VMWare, Linux/Unix, Mac, Microsoft Windows, and WindowsServer Administration
  • Thorough knowledge and understanding of Security, Cloud, Data protection, Encryption, Malware, Spyware, Cyber Security, Firewalls, and Disaster Recovery
Benefits

We operate a remote-first working model, allowing most employees to work from home. However, some roles may require a hybrid approach. We believe in the power of diverse perspectives to fuel innovation and encourage applicants who can contribute to our team's diversity.

Our people are passionate about what they do, and we prioritize employee wellbeing and sustainability. We offer a range of benefits, including charity and fundraising initiatives, volunteer days, fitness competitions, and wellbeing webinars.

Others

We are committed to ensuring equality of opportunity and welcome applicants from diverse backgrounds. If you choose to explore an opportunity with us, your details will be held for 12 months in accordance with our Privacy Policy.

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