Technical Support Specialist
Core
First-line technical support specialist for Sectigo's global enterprise customers, handling inbound requests via phone, email, and chat to resolve digital infrastructure security issues.
Role type
Individual contributor technical support specialist
Builds
Customer support workflows and issue resolution for Sectigo's certificate lifecycle management platform
Domain
Cybersecurity / Certificate Lifecycle Management (CLM)
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 system proficiency
Preferred skills
CompTIA Network+ or Security+, Cisco CCNA, cloud infrastructure certifications, experience with Zendesk/Jira/ServiceNow
Technologies
Windows Server, Linux, Zendesk, Jira, ServiceNow, Cisco, AWS
Responsibilities
Serve as first point of contact for inbound technical support requests, conduct structured troubleshooting conversations to identify and isolate customer issues, prioritize and manage multiple open cases adhering to SLA targets, document findings and outcomes in the support ticketing system, escalate complex cases to senior support staff with diagnostic data, contribute to internal knowledge base by documenting resolved issues and FAQs
Seniority
Junior to Mid-level, hands-on IC
