Technical Support Specialist
Core
Provide technical support and troubleshooting for Sectigo's global customer base, resolving escalated issues and ensuring timely resolution via phone, email, or chat.
Role type
Technical Support Specialist (IC)
Builds
Customer satisfaction and resolution of technical issues for Sectigo's certificate lifecycle management platform
Domain
Cybersecurity / Certificate Lifecycle Management (CLM)
Deliverable
client delivery
Required skills
Troubleshooting, research, diagnosis, SLA management, knowledge base documentation, multi-channel support (phone/email/chat), network troubleshooting, DNS, Active Directory, Windows/Linux/Mac OS, HTML/JavaScript/Web Security basics, API understanding, Web Server/Hosting knowledge
Preferred skills
SSL/TLS protocols, Cryptography, Certificates, Certification Authorities, US/UK customer experience, shift work flexibility
Technologies
Windows, Linux, Mac OS, DNS, Active Directory, HTML, JavaScript, Web Servers, Support/Service Desk tools
Responsibilities
Research, diagnose, and implement solutions for reported technical issues; handle escalated issues to resolution; conduct thorough customer inquiries to pinpoint issues; provide step-by-step guidance to resolve issues; log and report system-related issues for root cause analysis; contribute to developing a robust Knowledge Base; prioritize and manage multiple open issues simultaneously; adhere to established escalation procedures.
Seniority
Individual Contributor, 1+ years experience required