Technical Support Engineer – Bilingual English and Spanish

This is a fully remote position, open to applicants in Brazil.

📋 Description

• Deliver Technical Support to Sophos customers within the established framework of Sophos Support Services, ensuring adherence to defined SLAs, with an emphasis on quality and customer satisfaction, specifically for our Network products.

• Conduct advanced troubleshooting through remote sessions to adjust the customer’s environment towards a solution, addressing issues such as installation challenges, best practice configurations, network diagnostics, and setup for Windows, Linux, Mac, and Unix operating systems.

• Manage technical escalations while adhering to team response and resolution timelines.

• Availability to work weekend and on-call shifts on a rotational basis.

• Offer feedback to the Team Leader or Manager regarding Technical Support procedures and policies, aiming to enhance overall customer satisfaction and engineer efficiency.

⛳️ Requirements

• A bachelor’s degree or technical diploma in Computer Science, Electronic Engineering, Computer Engineering, or a related discipline.

• Over 3 years of experience in the IT sector, including roles as a Systems/Network Administrator or in a technical support capacity for Systems/Network administrators.

• Familiarity with security solutions such as Firewalls, IPSec, IDS/IPS, Anti-Spam, Anti-Virus, Web Security proxies, Email Security filters, and VPNs.

• Proficient in using Linux operating systems at the command line level.

• Experience in configuring and deploying group policies in Active Directory (or any LDAP variant).

• Knowledge of cloud virtualization platforms such as Amazon AWS or Microsoft Azure.

• Capability to address complex issues where analysis of situations or data necessitates a thorough review.

• Strong verbal and written communication skills, capable of instilling confidence while guiding customers through resolution steps via phone and email.

🏝️ Benefits

• Sophos embraces a remote-first work model, making remote work the primary option for the majority of employees, though some positions may require a hybrid approach.

• Our team fosters innovation and creativity, all while maintaining an enjoyable atmosphere and camaraderie.

• Employee-driven diversity and inclusion networks that cultivate community, education, and advocacy.

• Annual charity events, fundraising initiatives, and volunteer days for employees to engage with local communities.

• Global initiatives aimed at sustainability to minimize our environmental impact.

• Worldwide fitness and trivia competitions designed to keep our bodies and minds sharp.

• Global wellbeing days for employees to unwind and rejuvenate.

• Monthly wellbeing webinars and training sessions to promote employee health and wellness.