Software Product Support Specialist - Remote

Overview

The Software Product Support Specialist at Sophos plays a crucial role in monitoring and responding to support requests, collaborating with development teams, and applying vulnerability management knowledge to enhance customer strategies.

In Short

• Monitor and respond to incoming support requests through various methods.
• Collaborate with the development team to escalate platform issues.
• Optimize efficiency from both programmatic and strategic standpoints.
• Apply vulnerability management knowledge to guide customers.
• Conduct root cause analysis and provide technical recommendations.
• Work independently and as part of a team.
• Create technical documents and knowledge base articles.
• Document customer issues and adhere to SLAs.

Requirements

• 3 years of software product support experience.
• 2-3 years of experience in VMS / Information Security.
• Bachelor's degree in Computer Science or relevant field.
• General knowledge of operating systems and networking principles.
• Strong technical, analytical, and interpersonal skills.
• Experience with Vulnerability Management platforms is a plus.

Benefits

• Remote-first working model.
• Innovative and fun team environment.
• Diversity and inclusion initiatives.
• Annual charity and fundraising initiatives.
• Global employee sustainability initiatives.
• Fitness and trivia competitions.
• Wellbeing days for relaxation.
• Monthly wellbeing webinars and training.