QA technical Support (NW Security- GES)

Role Summary

The GES technical auditor is responsible for conducting Technical Audits (cases) for GES engineers working across the Globe. Once the audit is conducted, you are responsible for providing feedback to GES managers on time, making sure that necessary actions are taken to bring improvement to the process. You are responsible for maintaining reports for the audits conducted and storing them in a consolidated form.

In addition to the audit reports, you will generate operational reports such as GES SLA adherence, SFOS defects per 1k customers, and GES Dev statistics such as the number of reported defects, JIRA IDs closed without a code change, etc

What You Will Do

• Responsible for GES audits (all products)
• Do technical audits of cases (CRM ticket) as per the incident tracking parameters
• Analyze cases to check for customer communication, technical resolution, process adherence and compliance
• Identify the coaching and training needs of the support agents based on the audits
• Organize and manage regular meetings with GES leads and managers to discuss low indicators and feedback to enhance agent performance
• Organize and manage regular calibration sessions with support leads and managers to ensure consistent scoring
• Day-to-day maintenance of engineers list and their teams/groups in audit software
• Schedule report maintenance in audit software
• Prepare, analyze, and send GES operational reports on daily, weekly, and monthly basis
• Prepare and send monthly/weekly reports
• 2-5 years of Sophos NSG product / similar product experience.
• Reay to work for IMEA shift

What You Will Bring

• Bachelor’s degree in computer science and a minimum of 3 years of network security product line experience or 2 years of working experience on the Sophos NSG product line
• Strong technical knowledge and understanding of IT Security concepts including antivirus, Windows, Linux, MAC, mobile platforms, and encryption technologies
• Good knowledge and understanding of the following concepts: Security, Cloud, Data Protection, Encryption, Malware, Spyware, Cyber Security, Antivirus, Virtualization, Networking
• Excellent verbal and written communication & Presentation, Feedback & Coaching skills
• Adaptive and keen to learn new technologies
• Strong Analytical and conflict-resolution skills
• Strong coordination and problem-solving skills
• Proactive, flexible attitude to work with a willingness to constantly review and improve skills and processes
• Proficiency in MS Excel would be an added advantage

#LI- Remote

#B1