Technical Support Engineer I

Google Chrome Microsoft Edge Apple Safari Mozilla Firefox Technical Support Engineer IFull-timeDepartment: Tech SupportWork Type: In-OfficeCompany DescriptionSectigo is the most innovative provider of certificate lifecycle management (CLM), delivering solutions that help the world’s largest brands simplify how digital trust is managed and scaled. Sectigo’s automated, cloud-native CLM platform issues and manages digital certificates across enterprise environments, enabling organizations to reduce complexity, accelerate time to value, and strengthen security across environments. Sectigo is one of the largest, longest-standing, and most reputable CAs with more than 700,000 customers, including 65% of the Fortune 500. Sectigo holds six combined active leadership seats in the CA/Browser Forum and ETSI and brings two decades of delivering unparalleled digital trust. Simplicity at Scale. How we show up with each other and our customers every day is just as important, and we win as #OneSectigo by living out our core values - Support, Excellence, Communication, Teamwork, Integrity, Growth and Openness. We are committed to investing in our diverse teams where everyone understands their role and how they support our strategic goals, we drive operational excellence through scale and efficiency, and we strive to delight our customers and become the market leader in our industry. If you aspire to join a driven team that holds each other accountable to meeting our lofty goals and you’d like to be part of our growth story in delivering a market leading user experience, we’d like to talk to you.Job DescriptionWe are looking for a Technical Support Engineer II to join our growing global team at Sectigo.The Technical Support Engineer I works closely with Sectigo’s customer base and sales department, handles the day-to-day customer issues reported, all issues escalated, and sees problems and follows through to resolution. This role involves troubleshooting, diagnosing, and resolving complex technical problems, as well as contributing to the development of support processes and documentation.   This is a full-time and in-office position, working 5 days a week from our Chennai office at DLF IT Park, Manapakkam.Here are the core functions, responsibilities, and expectations for this role: Handle issues from customer/Resellers/front line support teams, taking ownership and seeing problems through to resolution.   Research, diagnose, troubleshoot, and identify solutions to resolve advanced technical issues.   Assist customers through phone, email, or chat, providing high-quality support and ensuring customer satisfaction.   Provide prompt and accurate feedback to customers and follow up with unresponsive customers.   Utilize internal databases and external resources to provide accurate technical solutions.   Escalate unresolved issues to higher-level (engineering) or internal teams as necessary, be the gate way for engineering teams.   Communicate effectively with end users, colleagues, and management to resolve issues quickly.   Prioritize and manage multiple open issues simultaneously, ensuring adherence to SLAs.   Log and report all system-related issues accurately.   Contribute to the creation and maintenance of a Knowledge Base of known issues and their fixes.   Participate in additional responsibilities and special projects as assigned.   Additional tasks associated with this position may be assigned in response to company initiatives and business needs. QualificationsEducation:Bachelors or college degree in business and/or technical related field or equivalent experience is strongly preferred.Experience:Minimum of 1+ years of customer support and help desk experience, with at least some experience with providing Technical Support to global customers is required. Strong understanding of Active Directory.   Advanced knowledge of networking concepts and devices.   Troubleshooting network issues with ifconfig,...