VDR Support Analyst

Sophos; United States; Remote; USD 70,000 - 100,000; Full time

Job summary

A leading company in cybersecurity is seeking a Support Engineer to monitor support requests and collaborate on product enhancement. Candidates should have a background in software support and vulnerability management, and possess strong analytical and interpersonal skills. Join a dynamic team committed to innovation in security solutions.

Benefits

Remote-first working model

Employee-led diversity and inclusion networks

Annual charity and fundraising initiatives

Global fitness and trivia competitions

Wellbeing webinars and training

Qualifications

• 3 years of software product support experience.
• 2-3 years in VMS / Information Security.
• General knowledge of operating systems (Windows, Linux).

Responsibilities

• Monitor and respond to incoming support requests.
• Collaborate with development team to enhance the product.
• Conduct root cause analysis and provide technical recommendations.

Skills

Technical skills

Analytical skills

Interpersonal skills

Education

Bachelor in Computer Science

Tools

Qualys

Tenable

Rapid 7

Job description

About Us

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.

What You Will Do

• Monitor and respond to incoming support requests through ticket, chat or phone methods.
• Collaborate with our Taegis VDR development team, to escalate platform issues, and strategy to enhance the product.
• Collaborate within the team, to optimize efficiency from a programmatic standpoint, as well as a strategic standpoint.
• Apply your Vulnerability Management knowledge to our customers to guide them towards a better VM strategy.
• Conduct root cause analysis and provide technical recommendations.
• Contribute as part of a team and as a member of a project team while also having the ability to work independently at times.
• Create technical documents and knowledge base articles.
• Document customer issues, adhere to SLAs and strive to deliver excellent customer service.
• Create technical documents and knowledge base articles.

What You Will Bring

• 3 years of software product support experience.
• 2-3 years of VMS / Information Security field related experience.
• Bachelor in Computer Science or another relevant technical field.
• General knowledge of operating systems (Windows, Linux) and basic networking principles.
• Strong technical, analytical, and interpersonal skills; ability to interact with Customers.
• Experience with Vulnerability Management platforms such as Qualys, Tenable, Rapid 7 is a plus.

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

We’re proud of the diverse and inclusive environment we have at Sophos, and we’re committed to ensuring equality of opportunity. We believe that diversity, combined with excellence, builds a better Sophos, so we encourage applicants who can contribute to the diversity of our team. All applicants will be treated in a fair and equal manner and in accordance with the law regardless of gender, sex, gender reassignment, marital status, race, religion or belief, color, age, military veteran status, disability, pregnancy, maternity or sexual orientation. We want to give you every opportunity to show us your best self, so if there are any adjustments we could make to the recruitment and selection process to support you, please let us know.

Data Protection

If you choose to explore an opportunity, and subsequently share your CV or other personal details with Sophos, these details will be held by Sophos for 12 months in accordance with our Privacy Policy and used by our recruitment team to contact you regarding this or other relevant opportunities at Sophos. If you would like Sophos to delete or update your details at any time, please follow the steps set out in the Privacy Policy describing your individual rights. For more information on Sophos’ data protection practices, please consult our Privacy Policy Cybersecurity as a Service Delivered | Sophos