VDR Support Analyst

About Us Sophos is a global leader and innovator of advanced security solutions for defeating cyberattacks. The company acquired Secureworks in February 2025, bringing together two pioneers that have redefined the cybersecurity industry with their innovative, native AI-optimized services, technologies and products. Sophos is now the largest pure-play Managed Detection and Response (MDR) provider, supporting more than 28,000 organizations. In addition to MDR and other services, Sophos’ complete portfolio includes industry-leading endpoint, network, email, and cloud security that interoperate and adapt to defend through the Sophos Central platform. Secureworks provides the innovative, market-leading Taegis XDR / MDR, identity threat detection and response (ITDR), next-gen SIEM capabilities, managed risk, and a comprehensive set of advisory services. Sophos sells all these solutions through reseller partners, Managed Service Providers (MSPs) and Managed Security Service Providers (MSSPs) worldwide, defending more than 600,000 organizations worldwide from phishing, ransomware, data theft, other every day and state-sponsored cybercrimes. The solutions are powered by historical and real-time threat intelligence from Sophos X-Ops and the newly added Counter Threat Unit (CTU). Sophos is headquartered in Oxford, More information is available at

What You Will Do

• Monitor and respond to incoming support requests through ticket, chat or phone methods.
• Collaborate with our Taegis VDR development team, to escalate platform issues, and strategy to enhance the product.
• Collaborate within the team, to optimize efficiency from a programmatic standpoint, as well as a strategic standpoint.
• Apply your Vulnerability Management knowledge to our customers to guide them towards a better VM strategy.
• Conduct root cause analysis and provide technical recommendations.
• Contribute as part of a team and as a member of a project team while also having the ability to work independently at times.
• Create technical documents and knowledge base articles.
• Document customer issues, adhere to SLAs and strive to deliver excellent customer service.
• Create technical documents and knowledge base articles.

What You Will Bring

Ready to Join Us? At Sophos, we believe in the power of diverse perspectives to fuel innovation. Research shows that candidates sometimes hesitate to apply if they don't check every box in a job description. We challenge that notion. Your unique experiences and skills might be exactly what we need to enhance our team. Don't let a checklist hold you back – we encourage you to apply. What's Great About Sophos?