QA technical Support
1 week ago
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, etcWhat 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,
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