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Technical Support Engineer L2 (Endpoint Security) @Sophos

[Hiring] Technical Support Engineer L2 (Endpoint Security) @Sophos

Mar 31, 2025 - Sophos is hiring a remote Technical Support Engineer L2 (Endpoint Security). 💸 Salary: unspecified. 📍Location: Japan.

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more.

Role Description

As a Technical Support Engineer L2 (Endpoint Security), you will work closely with product management and engineering to help our customers. The role will be the focal point for our customers in terms of support and will be an integral part of a global team that continues to innovate the product.

  • Work and resolve incidents and escalations for both internal and external customers.
  • Perform training through hands-on demonstrations, technical documentation, and recorded videos. Serve as a mentor when needed.
  • Collaborate with development and product management teams on shared objectives and product road maps.
  • Respond and communicate with the customer through various channels of communication (email, phone, chat).
  • Create technical documents and knowledge base articles.
  • Document customer issues.
  • Adhere to SLAs and strive to deliver excellent customer service.
  • Ability to be empathetic, accurate, compassionate, responsive, resourceful, and conscientious.
  • Convey technical jargon in a wide array of syntax from beginner level users to developers in our tickets as well as knowledge base articles.
  • Maintain excellent organizational, written and oral communication skills.
  • Possess a strong sense of urgency.

Qualifications

  • Fluency in Japanese.
  • Business English language skills.
  • 1 or more years of experience with UNIX/Linux system administration.
  • 1 or more years of experience working with Endpoint and Network Security solutions.
  • 1 or more years of experience supporting Cloud-based solutions and integrations (AWS, Azure, GCP, OCI).
  • Software technical support experience.

Requirements

  • Ability to drive automation projects.
  • Good scripting knowledge.
  • Familiarity with administration processes in a variety of operating systems, such as Linux/Unix, Microsoft Windows.
  • Excellent problem-solving skills and keen ability to diagnose and troubleshoot technical issues.
  • Well-spoken and articulate with an attention to detail with excellent writing abilities.
  • Generally familiar with scripting/programming: Examples include Python, PHP, Perl, SQL.
  • Foundational understanding of intrusion detection, firewall operations, and other general security practices.
  • Intermediate level of networking expertise with understanding of networking fundamentals and well-known protocols/services including GRE, TCP/IP.
  • Basic understanding of Unix or Linux operating systems including, but not limited to: Navigating the file system; Managing processes; Obtaining system statistics such as CPU, memory, disk, network interface utilization from the command line; Identifying potential problems from system logs.
  • Solid understanding of computer network fundamentals including address resolution protocol, routing, network address translation, virtual private networks, and the OSI model.
  • Demonstrate ability to troubleshoot endpoint detection and response systems.

Benefits

  • Sophos operates a remote-first working model, making remote work the primary option for most employees. However, some roles may necessitate a hybrid approach.
  • 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.

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Before You Apply
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📍 Be aware of the location restriction for this remote position: Japan
‼ Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more.
Back to Remote jobs  >   Customer Service
Technical Support Engineer L2 (Endpoint Security) @Sophos
Customer Service
Salary 💸 unspecified
Remote Location
Japan
Job Type unspecified
Posted Mar 31, 2025
Apply for this position Unlock 55,172 Remote Jobs
️
📍 Be aware of the location restriction for this remote position: Japan
‼ Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more.
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