Sectigo
Digital identity and cybersecurity
TechnicalSupportEngineerII
Neural analysis suggests this role is
optimal for mid candidates.
“Technical Support Engineer II at Sectigo. Skills: Technical Support, PKI, TLS/SSL, Networking. Handle issues from customer/Resellers/front line support teams. seeing problems through to resolution”
What You'll Achieve.
ensuring customer satisfaction; ensuring adherence to SLAs
Industry & Context.
troubleshooting; diagnosing; resolving complex technical problems; identify solutions
work shift work Monday through Friday, holidays based on business needs, possible Weekends and after hours, carry the after-hour Support pager
What They're Looking For.
Must Have
Minimum of 1+ years of customer support and help desk experience, Technical Support to global customers, Active Directory, networking concepts and devices, Troubleshooting network issues, PKI concepts, TLS/SSL protocols, Configuring SSL/TLS settings on firewalls and load balancers, SSL offloading and re-encryption, managing certificates using tools like MMC, OpenSSL, Java Keytool, CertUTIL, CertReq commands, Internet Information Services (IIS), Apache, Tomcat, NGINX, ACME clients, certbot, win-acme, lego, Wireshark, support/service desk tools, browser developer consoles, communication and organization skills, attention to detail, multi-task, Superior customer service and phone mannerism, corporate environment, Computer literacy skills, e-mail, databases, word processing applications, Excellent interpersonal and organizational skills, integrity, fair mindedness, persuasive, congenial personality, Excellent verbal and written communication skills, ability to thrive in a fast-paced and global environment, applying existing skill sets and training to increase knowledge base, work shift work Monday through Friday, carry the after-hour Support pager
Nice to Have
Experience working with large and enterprise accounts, customers across different geographies, Knowledge of Sectigo products and services, policies and procedures
What You'll Do.
Handle issues from customer/Resellers/front line support teams
seeing problems through to resolution
and identify solutions
resolve advanced technical issues
Assist customers through phone
providing high-quality support
ensuring customer satisfaction
Provide prompt and accurate feedback
follow up with unresponsive customers
Utilize internal databases and external resources
provide accurate technical solutions
Escalate unresolved issues to higher-level teams
be the gate way for engineering teams
Communicate effectively with end users
resolve issues quickly
Prioritize and manage multiple open issues
ensuring adherence to SLAs
Log and report all system-related issues accurately
Contribute to the creation and maintenance of a Knowledge Base
Participate in additional responsibilities and special projects
How You'll Work.
Team & Collaboration
work closely with Sectigo’s customer base and sales department; Escalate unresolved issues to higher-level (engineering) or internal teams; be the gate way for engineering teams; Communicate effectively with end users, colleagues, and management
Communication Scope
communication and organization skills; Superior customer service and phone mannerism; Excellent verbal and written communication skills
Process & Methodology
Prioritize and manage multiple open issues simultaneously
Full Job Description
At Sectigo, we align around our mission and pride ourselves in helping thousands of customers sleep better at night. Sectigo is a leading provider of digital identity and cybersecurity solutions, offering a comprehensive suite of products to protect online transactions and communications. Our mission is to secure the digital landscape for enterprises worldwide. “When people think Online trust management, they think Sectigo because we offer our customers unparalleled peace of mind.” 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 - S upport, E xcellence, C ommunication, T eamwork, I ntegrity, G rowth and O penness. 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. We 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 thro
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