Sophos is a cybersecurity leader defending 600,000 organizations globally with an AI-driven platform and expert-led services. Sophos meets organizations wherever they are in their security maturity and grows with them to defeat cyberattacks. Its solutions combine machine learning, automation, and real-time threat intelligence with frontline human expertise from Sophos X-Ops to deliver advanced, 24/7 threat monitoring, detection, and response.

Sophos offers industry-leading managed detection and response (MDR) alongside a comprehensive portfolio of cybersecurity technologies — including endpoint, network, email, and cloud security, extended detection and response (XDR), identity threat detection and response (ITDR), and next-gen SIEM. Together with expert advisory services, these capabilities help organizations proactively reduce risk and respond faster, with the visibility and scalability needed to stay ahead of evolving threats.

Sophos goes to market with a global partner ecosystem, including Managed Service Providers (MSPs), Managed Security Service Providers (MSSPs), resellers and distributors, marketplace integrations, and cyber risk partners, giving organizations the flexibility to choose trusted relationships when securing their business. Sophos is headquartered in Oxford, U.K. More information is available at www.sophos.com

Customer Ownership & Support

• Serve as the primary technical contact (“named engineer”) for assigned customers

• Provide proactive and reactive support across all customer incidents

• Own and manage cases end-to-end, ensuring timely resolution in line with SLAs

• Troubleshoot issues through replication, analysis, and coordination with internal teams

Customer Engagement & Advocacy

• Build strong, trusted relationships with customer stakeholders

• Act as a customer advocate across Sales, Product, Engineering, and Sophos Labs

• Deliver proactive communications on product updates, security alerts, and best practices

• Participate in customer reviews, checkpoints, and business reviews

Collaboration & Delivery

• Partner with Sales teams on customer strategy and onsite engagements

• Collaborate globally with peers and cross-functional teams to ensure seamless support

• Handle escalations and work closely with the Global Escalation team

• Provide emergency onsite support during critical incidents when required

Operational Excellence

• Maintain accurate case documentation and reporting in CRM systems

• Contribute to customer documentation (welcome packs, communications, etc.)

• Support continuous improvement initiatives and departmental projects

• Share insights and recommendations to improve service delivery

• Bachelor’s degree in computer science or related field

• 5 to 8 years of experience in technical support, customer-facing, or IT services roles

• Minimum 2+ years of experience in a Technical Account Manager (TAM) or equivalent role

• Operating systems: Windows, Linux, macOS

• Core IT infrastructure: Active Directory, DNS, DHCP, GPO, virtualisation

• Networking fundamentals: protocols, packet flow, VPN technologies

• Cybersecurity fundamentals: endpoint and network security

• Cloud technologies and web/email systems

• Strong troubleshooting and analytical skills

• Strong customer focus with enterprise-level support experience

• Excellent communication and presentation skills

• Ability to manage escalations and handle complex customer situations

• Strong stakeholder management and cross-functional collaboration

• Ability to prioritise in a high-volume environment

• Coaching and mentoring capability

• Proactive, detail-oriented, and solution-driven mindset

Preferred to have

• Exposure to enterprise sales environments

• Experience with Sophos products (endpoint or gateway)

• Relevant certifications: CEH, CISSP, ITIL, CompTIA Security+, Network+, CCNA/NP/IE

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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.

· 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

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.

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