Sophos Community: Staff Spotlight - Deep Vyas

In our staff spotlights, we get up close and personal with our amazing Sophos team members.   

Up next is Deep Vyas, Technical Support Engineer L1-3.  

Let's Talk Career 

1. Can you tell us about your role at Sophos? 
I’m an L1 Technical Support Engineer. My primary responsibility revolves around addressing and resolving technical issues our customers face. More specifically, I handle Sophos Firewall, Sophos UTM, and Sophos Central Email issues.  

My role extends beyond mere issue resolution; I actively contribute to ensuring that our customers receive a stellar support experience when reaching out to Sophos Support. I do this by diligently addressing their concerns as I uphold the high standards of service that Sophos is known for. 

Operating in a break-and-fix environment, I’m dedicated to troubleshooting and resolving these diverse challenges that our customers encounter. 

2. How did you get to the role you're in now? 
I initially pursued Medicine in the Philippines but had to discontinue my studies. About five years ago, I ventured into the IT industry. I took on diverse roles, including Computer Trainer and L1 Support. 

When I joined Sophos, I started as an L1-1 Support Engineer in the NSG team, where I excelled in resolving support cases, receiving positive customer satisfaction. 

3. What inspired you to get into IT and security? 
When I was ten years old, I actively resolved computer issues in my city, which triggered my keen interest in IT. My family wanted me to be a doctor, so I initially pursued medical studies in the Philippines.  

However, my true passion for IT and cybersecurity prevailed. When I returned to India, I rekindled my IT journey, obtained a BCA degree, and pursued certifications in CCNA, CCNP, CCIE (Security), and CEH from Network Bulls. These experiences solidified my determination to work in the IT and cybersecurity industry.  

4. What do you enjoy most about your role? 
I find great fulfillment in cultivating and sustaining meaningful connections with customers, addressing their support requirements, and deriving satisfaction from assisting them in challenging situations. 

5. What's something you've done during your time in the organization that you're proud of? 
I take pride in stepping outside conventional boundaries by actively mentoring new engineers. I dedicate myself to assisting them with their technical challenges. It’s always a great idea to collaborate with remarkable colleagues. Additionally, I was excited about being part of the highly esteemed Sophos Support Team 10 in 2023.  

6. Describe a typical day in your Sophos life. 
A typical day in my work life looks like: 

• Supporting customers on the phone  
• Answering customer emails
• Addressing multiple technical queries simultaneously 

7. What's the best advice you can give to someone who has just started their career?  
The key advice for someone starting their career is to embrace the open and familial environment at Sophos. Don't hesitate to seek guidance from anyone in a global organization when facing challenges.  

Not having all the answers right away is acceptable, but demonstrating a commitment to finding solutions is a hallmark of being a proficient engineer.  

8. What would you do (for a career) if you weren't doing this?
I would’ve been still helping and supporting people as a doctor.  

Role in the Sophos Community

9. What's a fun fact about you that you could share with the Community? 
I have written a medical book on the psychological effects of raising a child since birth and how one should raise a child. 

10. Have you posted any Recommended Read guides on the Community? 
Not yet, but I’m working on it. 

Who is Deep outside of Work?  

11. What are your hobbies outside of work? 
I like to help people in need by doing volunteer social work. I also love to travel, wanting to travel the world! 

12. What’s something you’re planning on doing in the next year that you’ve never done? 
I've already traveled to different Asian countries and want to travel to Europe next (hopefully next year). 

13. What's one thing you're really good at? 
People say that I’m good at solving technical problems. For me, what I say, nothing is impossible. It’s just a matter of trying different ways. 

14. If you could learn how to do anything, what would it be? 
I’d like to learn some survival tactics when you don’t have conventional resources on hand. 

15. Tell us about where you live (and your journey getting there - if applicable). 
I live in Gondal City, in the Rajkot district of Gujarat, India. My city is famous for its craft heritage, royal vintage & classic car collections, and Naulakha Palace. 

16. What's your favorite thing about where you live? 
I love staying close to my family and friends. This city gives me royal feelings while I look at the three most famous palaces and some known filming locations. 

17. Tell us something that might surprise us about you. 
I’m a doctor in the Philippines and an engineer in the rest of the world. 

18. Any favorite line from a movie? 
“Just keep swimming” – Finding Nemo 

19. If you had a superpower, what would it be? 
The power to be invisible.