AddressWhat's Great About Sophos
- Sophos operates a remote-first working model, and working remotely is the primary option for most employees
- 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
Develop, own, and drive training and enablement-focused projects and programs for the Sophos Technical Support staff. The Support Readiness Support specialist's key responsibility is ensuring new Network products, features, and maintenance releases are communicated appropriately to all employees globally. In addition to this, the Program Specialist will work with colleagues to oversee technical training content completion, eliminate or identify supportability concerns, and advocate feedback or provide action plans in pre-development stages.
The Program Specialist is responsible for creating new product introduction programs for new products or features to all employees globally; product technical expertise, and continually improving responsiveness and resolution for phone and email customer support cases.
What You Will Do
- Lead instructional design programs through development, delivery, and continuous monitoring of technical support materials
- Work closely with customer-facing and engineering teams to translate customer needs into actionable plans for technical Support Readiness.
- Collaborate with cross-functional teams to ensure seamless integration and awareness of technical support services for new, existing, or maintenance releases
- Develop and retain an up-to-date knowledge of current working practices by periodically spending time working with the operational divisions.
- Identify technical training and professional development needs within the support organization through job analysis and regular consultation ensuring the necessary skills and knowledge to meet performance objectives are met
- Conduct regular product operation meetings with all teams. Identify barriers to business success establish support needs and provide feedback to appropriate product managers and engineering leads
- Evaluate options for training delivery to determine the best method to get the outcome needed.
- Ensure that all training materials are produced to a professional standard and comply with Company standards. Work closely with the Product Management, Support Readiness, Subject Matter Experts on producing technical training materials.
- Expertise in managing a variety of security products, including all software and hardware like Anti-Virus, Firewall, URL Filtering, Data Loss Prevention, Remote Ethernet Device (REDs), VPNs, Switches, Zero Trust Network Access and Access points.
- Mentor other instructors/team leaders/Subject Matter Experts in the content and course delivery techniques for assigned technical courses.
- Maintain the quality and consistency of course content throughout a course's life cycle
- 3+ years' experience in the IT field, including experience as a Systems Administrator, or a technical support role supporting Systems administrators.
- Strong working knowledge of JIRA software or similar
- Excellent verbal and written communication skills inspiring confidence while leading a global support organization
- 1+ years' experience leading or guiding new technical projects or initiatives
- Excellent understanding of Network and security technologies, including routing, switching, email security, and Firewall, endpoint securities
- Exceptional skills in leadership, time management and organization
- Recent experience working with development, hardware, and engineering workflows; including administrating JIRA systems.
- Hands-on experience using Network and Security technologies, including Routing, Switching, Anti-spam, Anti-Malware, Firewall, Endpoint securities.
- Experience supporting virtual platforms (VMWare, Hyper-V, Xen) or Cloud platforms (AWS, Azure, Google).
- Ability to assess technical requirements and propose appropriate solutions.
- Able to break down complex technical scenarios into component parts and describe the interactions between each
- Able to describe the routing process for traffic transiting into and out of an Autonomous System
- Able to capture and analyze a network stack trace using common tools such as Wireshark or tcpdump – including being able to read the packet headers to determine protocol and ports in use
- Able to use common Linux command-line interface (CLI) programs such as VIM, top, tcpdump, ps and others
- Able to describe how Web Browsers GET websites and how HTML is parsed
- Knowledge of cryptography theory and application including the symmetric and asymmetric encryption, hash functions, digital signatures, and how the PKI works
- Knowledge of VPN theory and application including policy negotiations, hash functions, authentication
- Exceptional interpersonal and communication skills, both spoken and written English; proficiency in additional languages is a plus.
- Excellent organizational and time-management abilities.
- Thrives in a multitasking environment and can adjust priorities on the fly.
- CompTIA Network+, Security+, Cisco Certified Network Associate, Cisco Certified Network Professional
- PMI, Certified Associate in Project Management (CAPM)
#B2
Ready to Join Us
At Sophos, we believe in the power of diverse perspectives to fuel innovation. Research shows that candidates sometimes hesitate to apply if they don't check every box in a job description. We challenge that notion. Your unique experiences and skills might be exactly what we need to enhance our team. Don't let a checklist hold you back – if you're passionate about cybersecurity and ready to contribute, we encourage you to apply. We're excited to explore how your individuality can shape the future of our company.
About Us
Sophos is a worldwide leader in next-generation cybersecurity, protecting more than 500,000 organizations and millions of consumers in more than 150 countries from today's most advanced cyber threats. Powered by threat intelligence, AI, and machine learning from SophosLabs and SophosAI, Sophos delivers a broad portfolio of advanced products and services to secure users, networks, and endpoints against ransomware, malware, exploits, phishing, and a wide range of other cyberattacks. Sophos provides a single integrated cloud-based management console, Sophos Central – the centerpiece of an adaptive cybersecurity ecosystem that features a centralized data lake that leverages a rich set of open APIs available to customers, partners, developers, and other cybersecurity vendors. Sophos sells its products and services through reseller partners and managed service providers (MSPs) worldwide. Sophos has major hubs around the globe. More information is available at www.sophos.com .
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. If you have any questions about Sophos' data protection practices, please contact [HIDDEN TEXT].
Skills: Xen, anti-spam, Routing, Jira, Security, Firewall, Html, Pki, Switching, English, VMware, Vpn, Linux, Network, Vim
Experience: 0.00-3.00 Years
