Global Escalation Support Engineer (m/w)

Zeitpunkt der Veröffentlichung: 20.02.2018

Standort: Karlsruhe oder Wiesbaden

Berufsfeld: Customer Services

Berufserfahrung: Professional

Chiffre: WW18KAR931

Teaser: You are working within the Network Security Group on the User Experience of our network security products.



Your Tasks:

  • Work with the newest technology in the IT Security space such as Next Generation Firewall and Cloud Security Products
  • Troubleshoot, replicate, analyze customer issues that have been escalated by the worldwide support teams
  • Communicate directly with our Escalation Engineers and Development team to help ensure timely and effective resolution of software issues and questions raised by the worldwide support teams.
  • Focus and take ownership for dedicated products to improve supportability
  • Work close other departments within Sophos to provide technical support input into development and testing of products
  • Offer support, guidance and training to other team members within the worldwide technical support, ensuring that all departmental standards are introduced and reinforced throughout
  • Create proactive documentation including KBA, whitepapers and other articles

Your Profile: 

  • Strong customer focus and experience in a customer facing role
  • Experience of configuration and troubleshooting firewalls
  • Experience of configuration and troubleshooting Linux operating systems
  • In depth experience in networking, TCP and IT-Security
  • Ability and interest to learn new technologies
  • Experience in troubleshooting protocols like HTTP, SMTP, FTP, SMB, DNS and DHCP
  • Ability to work independent as well as in a team
  • Knowledge of Cloud technologies is a plus
  • Fluent in German and English

Why Sophos? Because you can help shape the future with us!

  • We offer an innovative working environment where you are able develop your ideas
  • State-of-the-art products and innovative technologies give you room to grow
  • International working environment with a worldwide company network
  • Flat hierarchies promote the exchange of ideas and provide a pleasant working environment
  • Flexible hours, competitive compensation and a strong employer- sponsored company pension plan

Please send us your complete application documents in English via email stating your salary expectations and the code WW18KAR931:


Miriam Frank 

Talent Acquisition Specialist 

+49 611 58 58 0 

Stellenangebot als PDF herunterladen

Global Escalation Support Engineer (m/w)