Technical Support Engineer- ESG (Bilingual English and Spanish)

Role 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 polic...