Partner Care - Philippines

About Us

Sophos is a cybersecurity leader defending 600,000 organizations globally with an AI-driven platform and expert-led services. Sophos meets organizations wherever they are in their security maturity and grows with them to defeat cyberattacks. Its solutions combine machine learning, automation, and real-time threat intelligence with frontline human expertise from Sophos X-Ops to deliver advanced, 24/7 threat monitoring, detection, and response.

Sophos offers industry-leading managed detection and response (MDR) alongside a comprehensive portfolio of cybersecurity technologies — including endpoint, network, email, and cloud security, extended detection and response (XDR), identity threat detection and response (ITDR), and next-gen SIEM. Together with expert advisory services, these capabilities help organizations proactively reduce risk and respond faster, with the visibility and scalability needed to stay ahead of evolving threats.

Sophos goes to market with a global partner ecosystem, including Managed Service Providers (MSPs), Managed Security Service Providers (MSSPs), resellers and distributors, marketplace integrations, and cyber risk partners, giving organizations the flexibility to choose trusted relationships when securing their business. Sophos is headquartered in Oxford, U.K. More information is available at [www.sophos.com](https://www.sophos.com).

Role Summary

The Partner Care Representative's primary responsibility is to deliver accurate, valuable information to Sophos partners and engineers about Sophos products and services. As a Partner Care Representative, you ensure a positive experience that builds trust and satisfaction, ultimately driving our product and service recommendations.

What You Will Do

• Offer support to Sophos partners through telephone and email correspondence, adhering to department standards such as average call duration and wait times. Emphasise the delivery of high-quality, precise information and prioritise partner satisfaction.

• Respond to inquiries from partners regarding Sophos products and services promptly and professionally.

• Provide accurate and detailed information about product features, specifications, and other post-sales information.

• Collaborate with cross-functional teams, including Customer Care, Sales, Licensing, SalesOps and Technical Support, to ensure seamless partner experiences.

• To effectively address partner inquiries and comprehensively understand Sophos products and services.

• Actively listen to partner feedback and concerns, escalating issues as necessary to appropriate internal teams for resolution.

• Identify opportunities to upsell or cross-sell products ...

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