Desired Skills and Experience
- 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.
- 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
- Comfortable 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;
- Experience in security products, e.g. anti-virus, anti-exploit products
- Linux knowledge
- Experience of developing code in C++, C# or Java