Technical Support Engineer- Nsg (Bilingual English And Spanish)

Sophos; São Paulo; Híbrido; BRL 70.000 - 90.000; Tempo integral

Resumo da oferta

A global cybersecurity leader in São Paulo is seeking a Technical Support Engineer (Bilingual English and Spanish) to provide top-tier support to customers. The role involves advanced troubleshooting of network products and ensuring customer satisfaction. The ideal candidate will have a Bachelor's degree or technical diploma, along with over three years in IT or technical support roles. Experience with security products and excellent communication skills are essential. Join a team that innovates through diversity and has a remote-first work model.

Serviços

Employee-led diversity and inclusion networks

Global wellbeing programs

Annual charity initiatives

Qualificações

• 3+ years of experience in IT or technical support roles.
• Experience troubleshooting network products and configuration.
• Familiarity with security products and cloud services.

Responsabilidades

• Provide technical support to Sophos customers according to defined parameters.
• Troubleshoot issues through remote sessions.
• Handle technical escalations and provide managerial feedback.

Conhecimentos

Bilingual English and Spanish

Customer technical support

Advanced troubleshooting

Linux OS operation

Cloud virtualization (AWS, Azure)

Excellent communication skills

Formação académica

Bachelor's degree or technical diploma in Computer Science or related field

Ferramentas

Firewalls

IPS, IDS, Anti-Virus

Active Directory

Descrição da oferta de emprego

Overview

Technical Support Engineer - NSG (Bilingual English and Spanish). Sophos is a global leader in advanced security solutions.

The company acquired Secureworks in February, expanding its MDR and security portfolio.

More information is available at Summary : As a Technical Support Engineer, you will have the opportunity to support our customers and learn cutting‑edge technologies in the dynamic software security space.

What You Will Do

• Provide Sophos customers with Technical Support within the defined parameters of Sophos Support Services including customers with defined SLAs, with a focus on quality and customer satisfaction, covering our Network products.
• Provide advanced troubleshooting via remote sessions to modify customer's environment towards a resolution that includes, but is not limited to: Installation issues, best practice configuration, network troubleshooting, Windows, Linux, Mac and Unix OS configuration.
• Handle technical escalations within team response / resolution targets.
• Ability to work weekend and on‑call shifts on a rotational basis.
• Provide Team Leader or Manager feedback about Technical Support procedures and policies, to improve overall customer satisfaction as well as engineer efficiency.

What You Will Bring

• A bachelor's degree or technical diploma in Computer Science, Electronic Engineering, Computer Engineering, or related field.
• 3+ years of experience in the IT field, including experience as a Systems / Network Administrator, or a technical support role supporting Systems / Network administrators.
• Experience with security products, such as Firewalls, IPSec, IDS / IPS, Anti‑Virus, Web Security proxies, Email Security filters, VPNs.
• Experience with Linux operating systems through the command line level.
• Experience with Active Directory (or any LDAP variant) group policy configuration and deployment.
• Experience with cloud virtualization such as Amazon AWS or Microsoft Azure.
• The ability to work with complex problems where analysis of situations or data requires a review.
• Excellent verbal and written communication skills, inspiring confidence while leading customers through the steps to resolve issues via phone, and email.

Ready to Join Us?

At Sophos, we believe in the power of diverse perspectives to fuel innovation. Your unique experiences and skills might be exactly what we need to enhance our team. Don’t let a checklist hold you back – we encourage you to apply.

What's Great About Sophos?

• Sophos operates a remote‑first working model, with some roles requiring a hybrid approach.
• Our people – we innovate and create, with confidence and team spirit.
• Employee‑led diversity and inclusion networks.
• Annual charity and volunteering initiatives.
• Global employee sustainability initiatives.
• Global wellbeing programs and learning resources.

Our Commitment To You

We’re committed to equality of opportunity. All applicants will be treated fairly in accordance with the law.

If any adjustments are needed in the recruitment process, please let us know.

Data Protection: If you share your CV or personal details, Sophos will hold them for 12 months in accordance with our Privacy Policy. You can request deletion or updates at any time following the Privacy Policy.

Job Details

Seniority level : Not Applicable
Employment type : Full‑time
Job function : Information Technology
Industries : Software Development