Senior Manager – Product Support

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

Role Overview

An experienced Senior Manager for Product Support to lead our support teams, managing first-line support engineers and Team Leads alike. The Senior Manager will manage the daily technical support operations, ensuring world-class service delivery across multiple channels (phone, email, chat and portal). The role will look for someone data-driven, experienced in operations and operational reporting, that will drive the strategy across technical and customer support programs.

• • Manage support operations – manage activities and ensure high quality and efficient support services for our products.
• Lead, manage and mentor a team of Product Support Engineers across multiple regions and ensure they are consistently delivering within service level agreements to Sophos customers.
• Develop, monitor and report on support metrics, team performance, and customer satisfaction including to executive leadership.
• Improve workflows and implement scalable support processes across channels.
• Oversee and manage tools to deliver support at scale including ticketing, knowledge management, self-help and customer feedback tools.
• Lead and mentor support staff.
• Develop and implement support strategies and processes.
• Ensure timely resolution of customer technical issues.
• Collaborate with product and engineering teams to resolve complex issues and drive the relationship in a collaborative manner.
• Champion customer feedback and advocate for enhancements in product and support delivery.
• Define and execute support strategies aligned with product roadmap and customer needs in collaboration with Product management and Engineering teams.
• Act as an escalation point for critical customer incidents and ensure appropriate resolution paths.
• Drive continuous improvement in support processes, tools, and metrics to ensure timely and effective resolution of customer issues across all support channels (Chat, Email, Phone, Tickets).
• Identify and implement automation opportunities.
• Participate in release readiness reviews and ensure support teams are trained on new features, services, tools or technologies
• Responsible for performance management including staffing decisions, goal setting, development planning, performance evaluations, and performance improvements.
• Optimize staffing models to ensure 24x7 global coverage and efficient shift rotation.
• Represent the Product Support team in strategic initiatives, including beta programs, customer onboarding, and service delivery improvements.

• • Bachelor's degree in Computer Science, Information Technology (or related field) or similar experience
• 8+ years' experience in technical support, operations or related IT domain field
• 5+ years of managerial experience in a technical support environment or IT operations
• Proficiency with CRM and support platforms such as Salesforce, Zendesk or ServiceNow
• Exceptional analytical, strategic and problem-solving skills.
• Ability to thrive in a fast-paced, dynamic environment.
• Strong communication, conflict resolution, and stakeholder management skills.
• The ability to interpret complex data and present clear insights
• Business fluency in English
• Industry verified certifications are a plus.
• B2
  

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. While we are a remote first organization, applicants must have legal authorization to work in the jurisdiction where the position is posted, without requiring employer sponsorship.
• 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

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