Team Lead, Technical Support

October 11

Apply Now

Receive Emails with Similar Jobs

Sophos

WebsiteLinkedInAll Job Openings

Cybersecurity • SaaS

Sophos is a leading cybersecurity company that specializes in protecting businesses against advanced cyber threats. The company offers a comprehensive suite of security solutions, including endpoint protection, managed detection and response (MDR), network security, and cloud security. With a prevention-first approach, Sophos aims to stop ransomware and other cyber threats before they cause harm. Sophos provides services such as threat research, security training, and operational support to ensure robust defense against cyberattacks. Their solutions cater to various industries including finance, healthcare, government, manufacturing, and retail. The Sophos Central platform delivers centralized security management, integrating seamlessly with existing IT infrastructure to enhance security posture.

1001 - 5000 employees

Founded 1985

🔒 Cybersecurity

☁️ SaaS

💰 Post-IPO Equity on 2021-08

📋 Description

• Lead, coach, and mentor a team of Technical Support Engineers • Manage team schedules and ensure optimal staffing levels to meet forecasted support demand • Monitor support queues and allocate resources effectively to maintain service levels • Provide hands-on assistance during critical incidents and high-priority escalations • Oversee case distribution and ensure timely resolution or escalation of support cases • Conduct regular case audits to identify coaching opportunities and drive process improvements • Collaborate with global teams to ensure seamless case handovers across regions • Analyze support trends and recurring issues to recommend and implement improvement initiatives • Partner with the Escalation, Training, and Knowledge Management teams to enhance support readiness and documentation • Contribute to the development and review of knowledge base articles • Act as a backup to the Support Manager when needed, including escalation handling and operational oversight • Prepare and present case reports and performance metrics to leadership

🎯 Requirements

• Fluency in English, Spanish, and Portuguese—both written and verbal • 3+ years of hands-on experience with endpoint security products (e.g., antivirus, device encryption, EDR) • At least 1 year of experience leading or supervising a technical support team • Strong troubleshooting skills across operating systems, networking, servers, and virtual environments • Familiarity with IT Service Management (ITSM) systems (e.g., ServiceNow, Zendesk, Jira Service Management) • Ability to analyze and visualize data, including generating reports and dashboards using tools like Power BI • Experience or willingness to work with automation tools such as Power Automate or similar platforms • Proven ability to drive customer satisfaction and team performance • A proactive mindset with a passion for technology and continuous improvement • Experience working in a global, fast-paced technical support environment • Prior experience with a technology product vendor is a plus

🏖️ Benefits

• Sophos operates a remote-first working model • 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