Support and services teams
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Technical Support
Responsible for general installation questions and referrals to KBAs, guides, and RMAs. Support is responsible for solving discrete problems in the installation process. Support does not complete full deployments over the telephone and the team will direct requests of this nature to the Professional Services or Support Implementation Services team.
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Support Implementation Services (SIS)
Responsible for deploying smaller engagements with customers when they require additional assistance in setup and configuration (outside of support) and do not require a full Professional Services deployment. Where there is an urgent, or time sensitive, need for a Professional Services engagement, provided the request meets the scope of SIS, this team can be brought in to complete the work at short notice.
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Professional Services (PS)
Assist customers with deployments and configurations, where the customer may not possess the appropriate skillset, or where they would prefer assistance throughout the process.
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Technical Account Manager (TAM)
The Technical Account Management team is responsible for the overall support experience for our assigned roster of Enterprise Customers and Platinum Partners. Our mission is to ensure that each of these accounts has an exceptional support experience and obtains value from their purchased Sophos products and services. TAMs achieve this by using their deep technical knowledge of Sophos products and by leveraging product telemetry.
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Customer Success Manager (CSM)
The Customer Success team helps our customers achieve their expected business outcomes and maximize their Sophos post-sales experience, using both high-touch and tech-touch motions. We leverage telemetry data coming from our products and use a combination of automation tools and proactive outreach to make our customers more successful. Our focus is on effective onboarding, product knowledge and education, and seek a renewal as our northstar.
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Partner Care
Sophos Partner Care is your single point of contact to seamlessly and efficiently resolve all your operational, non-technical questions. This 24x7 team is dedicated to providing quoting, licensing, partner portal and general partner account support.
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Customer Care
Customer Care is a single point of contact for all non-technical customer-related issues. We triage issues with the different back-end teams to provide our customers an efficient and seamless resolution to their questions.
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Managed Detection and Response (MDR)
Provides 24/7 threat hunting, detection, and response capabilities delivered by an expert team as a fully-managed service.
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Rapid Response (RR)
Provides incredibly fast assistance, identifying and neutralizing active incidents against an organization – delivered by an expert team of incident responders.
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Sales Engineering (SE)
Involved with customers pre-sale, to assist with ensuring customers get the best fit from our products. They also remain involved with customers and partners as trusted advisors.