Manager, Technical Support
Vancouver, Canada
Customer Support & Services – Service Delivery /
Permanent /
Remote
About Us
Sophos is a worldwide leader and innovator of advanced cybersecurity solutions, including Managed Detection and Response (MDR) and incident response services and a broad portfolio of endpoint, network, email, and cloud security technologies that help organizations defeat cyberattacks. As one of the largest pure-play cybersecurity providers, Sophos defends more than 500,000 organizations and more than 100 million users globally from active adversaries, ransomware, phishing, malware, and more. Sophos’ services and products connect through its cloud-based Sophos Central management console and are powered by Sophos X-Ops, the company’s cross-domain threat intelligence unit. Sophos X-Ops intelligence optimizes the entire Sophos Adaptive Cybersecurity Ecosystem, which includes a centralized data lake that leverages a rich set of open APIs available to customers, partners, developers, and other cybersecurity and information technology vendors. Sophos provides cybersecurity-as-a-service to organizations needing fully managed, turnkey security solutions. Customers can also manage their cybersecurity directly with Sophos’ security operations platform or use a hybrid approach by supplementing their in-house teams with Sophos’ services, including threat hunting and remediation. Sophos sells through reseller partners and managed service providers (MSPs) worldwide. Sophos is headquartered in Oxford, U.K. More information is available at www.sophos.com.
Role Summary
As the Manager of Technical Support, you will oversee technical support operations, manage a team of front-line technical engineers, handle escalations, and other customer-facing roles. Your responsibilities include selecting, developing, and evaluating talent to ensure the smooth functioning of the support department, all while anticipating future business requirements. Additionally, you will play a key role in contributing to the direction and strategy of our support team, ensuring alignment with global operations. Maintaining open lines of communication with Product Management and Software Development is essential for effectively addressing design, reliability, and maintenance concerns.
What You Will Do
- Manage multiple team leads and/or Technical support engineers and ensure support is consistently delivered within service level agreements to Sophos customers
- Drive to ensure outcomes and service levels are achieved
- Manage and review the Technical Support work process on delivering overall quality and service level targets
- Partner with key members of the engineering, product management and customer support teams to improve the overall experience
- Be a key influencer, driving needed change by collaborating across organizational boundaries, at all levels of the organization
- Support a high performing team of Service and Support representatives/specialists by managing coaching and balancing teams and individual goals
- Responsible for performance management including staffing decisions, goal setting, development planning, performance evaluations, performance improvement; working with managers and HR to address development needs and performance issues
- Manage service delivery experience to our customers through a collection of support channels
- Customer Analytics, Reporting & Insights - Gathering and collating customer insights from the support experience to provide actionable recommendations for improvement
- Continuously collect and report data that enables fast, educated actions to improve customer experience
- Effectively communicate and lead change management initiatives cross functionally and inter-team
- Engaging cross functionally with managers and individual contributors in other business units to drive projects
- Solve for customers and deliver an experience so profound that customers love using our products and services and actively recommend them to others
- Learn and utilize specific software tools and problem solving strategies to solve for customer issues and continuously improve our processes
- Provide feedback and make recommendations to improve department process and operations
- Solicit feedback from team members and customers and communicate to management
- Ensure Sophos support standards/guidelines are adhered to, and provide input into their improvement
- Ensure effective management and participation in the overall follow the sun global resourcing model
- Working within a matrix structure, so the post holder will have to work with peers and senior members of the technical support team alongside other departments within Sophos
- Interface with Sales, to understand customers/partners concerns, share support performance and take corrective actions based on customer/partner feedback.
- Reaching out to dissatisfied customers, understanding concerns, and driving process changes for better experience.
- This postion requires supporting PST timezone.
What You Will Bring
- A Bachelor’s Degree in Computer Science, business or related field, plus a minimum of 8 years related experience in a similar role
- Experience managing a team of employees or a functional area, with responsibility for resource allocation, work process and procedures
- Ability to make decisions regarding processes and procedures affecting the work of the team/area
- Ability to interpret and execute existing policies that directly affect the work activities of teams
- Ability to independently determine the approach to managing daily operations in the best of customers and employee's interest
- Experience in performance management process, providing coaching and mentoring to team members, doing performance management reviews and holding team accountable.
- Proven experience in the development of new procedures, processes and standards for team/area
- Experience in collaborating across multiple functions within the organization to achieve project objectives
- Outstanding communication and interpersonal abilities, enabling effective interactions with customers and internal stakeholders.
- Established history of driving process improvements and delivering tangible results in rapid-paced settings.
- Good to have Knowledge of the cyber security industry and products, especially endpoint security products and technologies, such as Device Encryption, Antivirus/Endpoint, etc..
In Canada, the base salary for this role ranges from $96,000 to $160,000. In addition to base salary, we offer additional compensation including bonus eligibility and a comprehensive benefits package. A candidate’s specific pay within this range will depend on a variety of factors, including job-related skills, training, location, experience, relevant education, certifications, and other business and organizational needs.
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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. If you have any questions about Sophos’ data protection practices, please contact dataprotection@sophos.com.
