Collaborate closely with subject matter experts from Product management, Engineering, and Technical support to research and write product guides and manuals and publish them online. Contribute to the development of the long-term strategy for documentation, looking at better ways to re-use and deliver content.- Plan, write and maintain user assistance in various forms, including online Help and documents.- Learn about products by working with developers, reading internal documentation, and using the software.- Write conceptual or task-based content for specific audiences.- Design and source diagrams, charts or videos that can be included in user documentation.- Collaborate with the localization team to ensure that documents are suitable for translation.- Ensure that developers and managers review, test and approve documents.- Contribute to maintaining and updating the standards for terminology and style.- Collaborate with the UI and UX teams to contribute to the text or messages in product interfaces.- Collaborate with new product integration team to test, train, and validate generative AI integrations.

Handle technical support escalations from Level 1 Engineers, Partners, Sales, and Professional Services teams. - Identify, troubleshoot, and resolve complex technical issues escalated from multiple teams within Sophos. - Triage technical issues and identify defects to assist Global Escalation Engineers and Development teams. - Replicate customer deployments and issues within a controlled lab environment to identify problems and speed resolution. - Assist colleagues with challenging incidents by mentoring, coaching, and sharing knowledge to ensure the best possible resolution for all customer incidents. - Create and maintain the knowledge base articles by identifying issues and knowledge gaps in public and internal documentation. - Create and implement mentoring programs based around departmental opportunities and feedback from Level 1 engineers.

Provide high quality technical support for Sophos endpoint products to Sophos customers, partners, and fellow engineers through various media including phone, email, and online chat. - Provide Sophos Endpoint customers with technical support as defined by Sophos Support Services SLAs with a focus on high quality interaction and customer satisfaction. - Provide Team Leader or Manager feedback regarding Technical Support procedures and policies with the goal of improving overall customer satisfaction as well as engineer efficiency. - Design, build, configure, and maintain a functional lab environment of Sophos Endpoint and Network Security products for the purposes of training, testing, and replication of customer environments and incidents. - Record all activities in the call logging system in a clear, concise, and thorough manner to ensure case progress can be accurately tracked, viewed via the customer portal, reports generated for high profile customers, and seamless escalation should the need arise. - Analyze, troubleshoot, and accurately diagnose customer incidents through knowledge base research, log collection and analysis, remote sessions, and consultation with colleagues. - Help create and maintain the knowledge base by creating articles, suggesting edits, and updating articles with the most current information. - Participate in team and departmental meetings to provide feedback on day-to-day activities, offer recommendations for improvements, and share knowledge with fellow engineers. - Assist colleagues with challenging incidents by mentoring, coaching, and sharing knowledge to ensure the best possible resolution for all customer incidents.

Acted as the primary point of contact for Tier 1 Engineers, partners, and customers with the purpose of resolving technical issues with all Check Point network security products. - Troubleshoot technical issues presented by customers and partners primarily via phone call and e-mail. - Provided advanced troubleshooting via remote sessions to modify customer’s environment, collected debugging information in real-time, and assisted with configuration. - Replicated customer environment using virtualization lab or physical hardware in order to better understand issues. - Handled technical escalations from Level 1 Engineers and partners, and resolved/escalated within target time frames and ensure SLA is met. - Created online help content (secure knowledge articles, community posts, training content, etc.) to improve understanding or document previously unknown solutions and help customers, partners, and colleagues. - Actively contributed to the development of new or changed processes and procedures. - Provided Team Leader or Manager with feedback regarding Technical Support procedures and policies. - Recorded all activity, updating cases within SLAs, so that progress can be tracked, communicated to the customer, and viewed via the customer portal.

- Participated in extensive training meant to familiarize new employees with the full range of Check Point products as well as reinforcing and applying knowledge of networking, linux, and other core concepts necessary to provide the highest quality support for our partners and customers. - Shadowed other support engineers and assisted with call routing, customer service, troubleshooting, case resolution, and case management. - Troubleshoot technical issues presented by customers and partners via phone call, e-mail or other channels. - Learned and utilized specific software tools and problem solving strategies outside of internal knowledge base to solve customer issues and continuously improve processes.

Performed the duties of a teaching assistant while enrolled as a student in the Network Security Professional diploma program at Willis College including: - Assisted Instructors with facilitation of course material. - Troubleshoot installations of course hardware/software to ensure students were able to complete assignments. - Learn new concepts quickly in order to teach them out to fellow students within the short time frame of the accelerated program. - Assisted students during class with assignments. - Scheduled and led group study sessions outside of class hours - Individually tutored fellow students during class and outside class hours.

Responsible for all aspects of the automotive business within a store including client relations, installations, inventory management, and business management.• Perform installations of car audio, video, safety, security, and convenience products. • Manage client relationships for thousands of clients.• Work with clients to design high-end, custom solutions for their vehicles. • Perform troubleshooting and resolved complex technical issues. • Provide technical information to clients in a simple, easy to understand format.• Maintain product inventory, parts inventory, and installation supplies. • Directly manage a team of up to seven including five Sales Consultants and two Technicians.• Provide technical training to Technicians and Sales Consultants to ensure skill and knowledge development.• Periodically assume Store Manager duties including opening and closing the store.Achievements:• Careful management of the P&L report resulted in beating quarterly profitability targets by an average of over 200%. Produced a contribution of over $50,000 in profit to the store.• Consistently received over 95% client-reported satisfaction rating with all clients surveyed stating that they were 100% “likely to return.”• Created unique sales tools to allow new associates to sell complex automotive upgrades with little or no training. Supplemented materials with regular training programs to ensure the best possible client experience.• Managed approximately $40,000 in inventory with the goal of maximizing sales and profit.• Encouraged growth of the trade by participating in cooperative education programs in the community.

Responsible for all aspects of the automotive installation business within a store including client relations, installations, and inventory/shop supply management.• Perform installations of car audio, video, safety, security, and convenience products.• Work with clients to design high-end, custom solutions for their vehicles.• Perform troubleshooting and resolved complex technical issues.• Manage a team of two Technicians including scheduling and hiring.• Maintain the merchandising and functionality of automotive products within the store.• Work with the sales team to ensure clients received the best possible experience.Achievements:• Created an excel document that saved the store over $4000 by eliminating the need to reorder scheduling books every other month• Revitalized a struggling business following the departure of another technician. Turned the business into such a success that it led to being offered the Lead Technician position at a new store.

Responsible for all aspects of the automotive installation business within a store including client relations, installations, and inventory/shop supply management.• Perform installations of car audio, video, safety, security, and convenience products. • Work with clients to design high-end, custom solutions for their vehicles.• Troubleshoot and resolve complex technical issues.• Manage a team of five Technicians including scheduling and hiring.• Maintain the merchandising and functionality of automotive products within the store.• Work with the sales team to ensure clients received the best possible experience.Achievements:• Participated in the grand opening of three new stores. Duties included training new installation staff, setting up installation services, and providing assistance in the early days to ensure the success of the new business.• Grew the business from three to five installers by driving a successful installation business and being able to make a strong business case for expanding.