Advanced Technical Support Engineer
Core
Escalate and resolve complex technical issues for Sectigo's global customer base, focusing on SSL/TLS, certificate lifecycle, and server/network troubleshooting.
Role type
Senior IC Advanced Technical Support Engineer
Builds
Resolution of escalated customer incidents and knowledge base articles
Domain
Cybersecurity / Certificate Lifecycle Management (CLM)
Deliverable
client delivery
Required skills
SSL/TLS, certificate lifecycle, Linux, Windows, Active Directory, TCP/IP, DNS, SMTP, SSH, ticketing systems, information security products
Preferred skills
Microsoft, Cisco, Security Industry certifications, large account management
Technologies
Salesforce, Zendesk, Freshdesk, Apache, Windows networking
Responsibilities
Research, diagnose, and troubleshoot escalated technical issues; assist customers via phone, email, or chat; follow up with unresponsive customers; refer to internal/external resources; escalate unresolved issues to leads; contribute to knowledge base; log and report all issues.
Seniority
Senior, hands-on IC