Fixed Term Technical Support Engineer - Endpoint Support Group (ESG) - German Speaking (w/m/d)

Customer Support & Services – Service Delivery /
Fixed-Term /
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 

Role Summary

Sophos are seeking applications for the position of Cyber Security Support Specialist (Endpoint). This will be a 12 month Fixed Term Contract. You must be capable of delivering technical support, to both our partners and global customer base. Sophos are a leading network and Endpoint security vendor who deliver high quality support to both our Partners and Customers. We are looking for technically minded individuals with strong troubleshooting skills to be part of our dynamic technical support team in Cork, Ireland. Not only will you will be able to help customers resolve technically complex issues, but you will also be working closely with the Engineering, Professional Services, Sales Engineering and other cross functional teams to provide feedback for improving the product quality and reliability of our products. You will also be involved in identifying opportunities for process and procedure enhancements to drive efficiency and customer service satisfaction levels. This position is challenging with a dynamic team and great room for growth!

What You Will Do:

    • Having a strong customer service focus with the commitment to excellence .
    • Being a customer ambassador who is passionate about creating a positive customer experience.
    • Solving problems and delivering an experience so profound that customers love using our products and services and actively recommend them to others.
    • Research incidents by replicating customer’s issues within a test environment.
    • Escalate incidents by collaborating with the Global Escalations Support team and other departments within Sophos.
    • Perform technical training and presentations of software and processes to other Sophos staff.
    • Learning and utilizing specific software tools and problem-solving strategies to solve customer issues and continuously improve our processes.
    • Creating online help content (articles, community posts, etc.) to document previously unknown solutions and help a large group of customers.
    • Actively contributing to the development of new or changed processes and procedures.
    • Having the ability to manage multiple priorities within a fast-paced environment.
    • Record all activity in the department’s call logging system, updating cases within SLA.

What You Will Bring:

    • Business level German and English language skills - both written and verbal.
    • Experience of supporting customers over the phone within an IT environment
    • Experience in handling customer cases via email systems.
    • Experience of installation, configuration and troubleshooting of Windows Desktop and Server operating systems. MCITP certification is an advantage.
    • Experience of using and troubleshooting macOS and Android operating systems.
    • Know how to frame and understand customer issue and troubleshoot it through to resolution.
    • A level of knowledge in supporting customers who have been compromised by Malware.
    • Experience writing knowledge base articles for internal publication.
    • Experience with security solutions (Anti-Malware, Mobile, Email, Web and Encryption standards)
    • Troubleshooting using Wire shark or similar for packet analysis.
    • Experience in troubleshooting protocols like HTTP, SMTP, FTP, SMB, DNS and DHCP
    • Demonstrated self - starter who can adapt quickly between roles, duties and tasks.
    • Excellent verbal and written communication skills, inspiring confidence while leading customers through the steps to resolve issues via phone, chat and email. 

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