Technical Support Analyst
Core
Primary point of contact for customers to resolve issues, build relationships, and partner with engineering/product teams to drive improvements.
Role type
Technical Support Analyst
Builds
Customer success and retention through issue resolution and self-help content
Domain
Cybersecurity (PKI, SSL, DNS, Certificate Lifecycle Management)
Deliverable
client delivery
Required skills
Customer service, technical troubleshooting, CRM documentation, knowledge base creation, communication
Preferred skills
PKI/SSL understanding, networking protocols, UNIX/Linux administration, web server administration, CISSP/MCSE/CCNA certifications
Technologies
SSL certificates, DNS, PKI, UNIX, Linux, Windows Servers, Apache, OpenSSL, HTML, S/MIME, SMTP
Responsibilities
Resolve customer concerns via tickets/email/phone/chat, partner with engineers to fix issues, document issues in CRM, contribute to self-help knowledge base, meet productivity targets
Seniority
Junior, entry-level IC