Product Support Engineer

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

Do you love technology and solving complex technical issues? Are you passionate about working for one of the global leaders in cyber security solutions? Our Technical Support Engineer role at Sophos is a great fit for you.

In this role, you will combine deep technical knowledge with strong communication and customer management skills to provide well-thought out and reliable direction, both in technical and non-technical terms, to help customers integrate, deploy and maintain the Taegis XDR platform.

With Taegis XDR, Taegis NDR and Taegis IDR, customers get a fully managed solution delivered through our security analytics and operations platform, providing advanced threat hunting, detection and rapid response across endpoint, network, and cloud environments.

• • Strong networking skills and ability to use various tools for network troubleshooting (routing protocols, OSI stack, encryption, TCP/IP, DNS, packet capture, VPN, proxy, log parsing, syslog).
• Strong understanding of operating system administration for the most common OS families (Win, Linux/Unix, macOS), and strong troubleshooting skills (basic architecture, important log locations, OS management commands.
• Good understanding of endpoint technologies and any security platform that is using a locally installed agent and is managed through a centralized console function, with focus on the following operations: installation, upgrade, troubleshooting performance issues, setting policies.
• Good understanding and knowledge of virtualized/cloud environments and the ability to set up integrations based on available instructions, troubleshoot data flows, certificate management in AWS, Azure and GCP as well as virtualization technologies like VMware and Hyper-V.

• • Client-focused with a passion for delivering service excellence.
• Ability to empathize with customers and understand their needs.
• Excellent problem-solving skills and keen ability to diagnose and troubleshoot technical issues.
• Excellent verbal and written communication.
• Ability to adapt to a dynamic, changing environment, with changing technologies, procedures, and priorities.
• Ability to self-study and accumulate new knowledge in a reasonable amount of time.

• • Provide platform support via Chat, Tickets, Email and Phone calls and 24x7 coverage (12 hour rotating shifts) for customers and MSSP partners.
• Provide assistance to customers for using and configuring various functions of the Taegis platform:
• Login/authentication
• Agent
• Data Collector
• Data Source
• Detection
• UI
• Data Ingestion
• Standard integrations (currently about 125 integrations available)
• Search and Reporting
• Taegis Mobile app
• Remote or live troubleshooting sessions related to potential bugs or defects of the platform, replicating and documenting issues, attempting a break and fix, and if require code corrections, work directly with Engineering and development teams.
• Network Detection and Response managed service, from an end-to-end lifecycle perspective:
• Support maintenance events such as OS upgrades
• NDR configuration changes (inline - block or alert mode / mirror - sniffer mode)
• Perform Shuns/Trusts or Bypass
• Device health troubleshooting and RMA
• Act as internal and external point of contact on customer escalations and ensure customer issues are being resolved as prompt as possible.
• Provide guidance to customers on various features of the Taegis platform through technical documentation or scheduled hands-on demonstrations.
• Collaborate with Engineering and Product Management teams for product roadmap development and feature releases to ensure a seamless customer experience.
• Improve existing support documentation and knowledge base articles.

• • Bachelor's degree in a technical field such as Computer Science, Information Technology, Electrical Engineering etc
• 3-5 years hands on experience with the Core competencies described above
• Prior experience in a support role, such as application, software, or technology support is a plus
• Vendor or Non-vendor specific certifications such as ITIL, Linux+, Security+, Network+, CISA, CCNA/CCNP, SANS/GIAC Certifications (GPPA, GCIA, and GCIH) AWS, Azure, GCP, are a competitive advantage.

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

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