Development Escalation Engineer

We're looking for an inquisitive problem solver capable of investigating and resolving complex customer issues based on an in depth knowledge of Windows internals and common protocols. You need to be passionate and knowledgeable about new technologies and products; always looking for ways to revolutionise how security technology interacts with the user; and have a penchant for solving complex and challenging technical problems in a creative manner. You recognise issues early and escalating them to managers and you'll be Support's first point of contact with Engineering.

Main Duties

- Investigate issues escalated to the Fasttrack Development from Support and other internal teams.
- Replicate customer environments with the aim to reproduce issues and subsequently develop fix prototypes.
- Windows crash dump analysis.
- Develop and test prototype fixes in C++.
- As required engage directly with customers using remote access sessions to investigate issues in detail and implement workarounds while investigations are in progress.
- Develop both internal and external tools to enhance troubleshooting and aid data analysis.
- Share findings with the Fasttrack Development team and other teams within Sophos.

Experience and Skills

Essential

- You'll be comfortable using tools such as WinDbg, SysInternals suite, Windows SDK/WDK, Windows Performance Toolkit, Wireshark, Microsoft Message Analyzer
- Good networking knowledge and understanding of common protocols such as HTTP, SMB, DNS, SSL/TLS
- Communicate findings to non-technical staff and senior support managers
- Comfortbale using scripting languages such as Vbscript / Python / Powershell
- Prioritising work based on severity and meeting Support SLA
- Knowledge of a wide range of Windows operating systems
- Analytical with an eye for detail, a natural problem solver with a continuous improvement ethos;

Desirable

- Experience in security products, e.g. anti-virus, anti-expolit products
- Linux knowledge
- Experience of developing code in C++, C# or Java

NOTICE TO RECRUITERS & PLACEMENT AGENCIES
If you are a recruiter or placement agency, please do not submit resumes to any person or email address at Sophos prior to having a signed agreement from Human Resources. Sophos is not liable for and will not pay placement fees for candidates submitted by any agency. Furthermore, any resumes sent to us without an agreement in place will be considered your company's gift to Sophos and may be forwarded to our recruiters for their attention. Thank you.