Technical Support Specialist
Core
First-line technical support for Sectigo's global enterprise customers, handling inbound requests via phone, email, and chat to resolve security solution issues.
Role type
Senior IC technical support specialist (networking focus)
Builds
Customer resolution and knowledge base documentation for Sectigo's certificate lifecycle management (CLM) security solutions
Domain
Cybersecurity (Certificate Lifecycle Management) + IT Support
Deliverable
client delivery
Required skills
TCP/IP networking fundamentals, DNS configuration and troubleshooting, Active Directory concepts, Windows Server and Linux environments, command-line diagnostics, HTTP/HTTPS and web server basics, API request/response structures, ticketing systems (Zendesk/Jira/ServiceNow)
Preferred skills
CompTIA Network+/Security+, Cisco CCNA, CompTIA A+/CySA+, cloud/infrastructure certifications, experience with US/UK customers
Technologies
Zendesk, Jira, ServiceNow, Windows Server, Linux, Active Directory, DNS, HTTP/HTTPS
Responsibilities
Serve as first point of contact for inbound technical support requests; conduct structured troubleshooting to identify and resolve customer issues; document findings and outcomes in ticketing systems; escalate complex cases with diagnostic data; contribute to internal knowledge base by documenting resolved issues and FAQs.
Seniority
Junior to Mid-level, hands-on IC