Cybersecurity Engineering & Operations Senior Advisor

Dell; United States; Remote; USD 60,000 - 100,000; Full time

Job summary

An established industry player seeks a dedicated support engineer to join their global team. This role is essential in providing top-notch support to customers, resolving incidents, and creating technical documentation. You will work closely with product management and engineering, contributing to innovative solutions that enhance customer experiences. The company promotes a remote-first working model, fostering a collaborative and inclusive environment. If you have a passion for technology and customer service, this is your chance to make a meaningful impact in a dynamic setting.

Benefits

Remote work options

Employee-led diversity initiatives

Annual charity initiatives

Global fitness competitions

Wellbeing days

Monthly wellbeing webinars

Qualifications

• 3-5 years of experience with UNIX/Linux commands and security solutions.
• Strong troubleshooting and communication skills are essential.

Responsibilities

• Resolve incidents for internal and external customers and document issues.
• Collaborate with development teams and create technical documents.

Skills

UNIX/Linux commands

Network Security

Endpoint Security Solutions

AWS

Kubernetes

Fluency in Japanese

Business English

Scripting knowledge

Problem-solving skills

Communication skills

Education

3-5 years of experience in related field

Tools

Python

PHP

Perl

SQL

Job description

Sophos is a global leader and innovator of advanced security solutions for defeating cyberattacks. The company acquired Secureworks in February 2025, bringing together two pioneers that have redefined the cybersecurity industry with their innovative, native AI-optimized services, technologies and products. Sophos is now the largest pure-play Managed Detection and Response (MDR) provider, supporting more than 28,000 organizations. In addition to MDR and other services, Sophos’ complete portfolio includes industry-leading endpoint, network, email, and cloud security that interoperate and adapt to defend through the Sophos Central platform. Secureworks provides the innovative, market-leading Taegis XDR/MDR, identity threat detection and response (ITDR), next-gen SIEM capabilities, managed risk, and a comprehensive set of advisory services. Sophos sells all these solutions through reseller partners, Managed Service Providers (MSPs) and Managed Security Service Providers (MSSPs) worldwide, defending more than 600,000 organizations worldwide from phishing, ransomware, data theft, other every day and state-sponsored cybercrimes. The solutions are powered by historical and real-time threat intelligence from Sophos X-Ops and the newly added Counter Threat Unit (CTU). Sophos is headquartered in Oxford, U.K. More information is available at www.sophos.com

Role Overview:

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.

The ideal candidate will have strong troubleshooting skills, be driven to help customers, and able to dive deep into a new product and learn it inside and out.

Key Responsibilities:

• 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.
• Contribute as part of a team and as a member of a project team while also having the ability to work independently at times.
• 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.

Minimum Requirements:

• Minimum of 3 - 5 years of experience with UNIX/Linux commands.
• Minimum of 3 - 5 years of experience working with Network Security and Endpoint Security Solutions.
• Software product support experience.
• Excellent organizational, written and oral communication skills.
• Experience with AWS or Kubernetes or other cloud computing solutions.
• Fluency in Japanese.
• Business English language skills.

Preferred 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.
• Rudimentary 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.
• Ability to read and interpret network diagrams.
• Basic understanding of Unix or Linux operating systems including, but not limited to:
• Navigating the filesystem.
• 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.

Schedule:

• Varying shifts.

Ready to Join Us?

At Sophos, we believe in the power of diverse perspectives to fuel innovation. Research shows that candidates sometimes hesitate to apply if they don't check every box in a job description. We challenge that notion. 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, making remote work the primary option for most employees. However, some roles may necessitate a hybrid approach. Please refer to the location details in our job postings for further information.
• 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.

Our Commitment To You:

Secureworks, a Sophos company, is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at Secureworks, a Sophos company, are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. Secureworks, a Sophos company, will not tolerate discrimination or harassment based on any of these characteristics.