Sectigo
Technology
TechnicalSupportEngineerII
Neural analysis suggests this role is
optimal for mid candidates.
“Technical Support Engineer II at Sectigo. Skills: Technical Support, Network Troubleshooting, PKI, TLS/SSL. Handle customer issues. Handle reseller issues”
What You'll Achieve.
Ensure customer satisfaction; Resolve issues quickly
Industry & Context.
Troubleshooting; Diagnosing issues; Resolving issues
Work shift work, Work holidays, Work weekends, Work after hours, Carry after-hour pager
What They're Looking For.
Must Have
1+ years customer support experience, 1+ years help desk experience, Technical Support experience, Understanding of Active Directory, Advanced networking concepts knowledge, Troubleshooting network issues, Understanding of PKI concepts, Deep understanding of TLS/SSL protocols, Configuring SSL/TLS settings, Understanding of SSL offloading, Proficiency managing certificates, Expertise in OpenSSL, Expertise in Java Keytool, Expertise in CertUTIL, Expertise in CertReq commands, Working with IIS, Working with Apache, Working with Tomcat, Working with NGINX, Working knowledge of ACME clients, Proficiency using Wireshark, Familiarity with support tools, Familiarity with browser consoles, Superior customer service skills, Superior phone mannerism, Computer literacy skills, Excellent interpersonal skills, Excellent organizational skills, Integrity, Fair mindedness, Persuasive personality, Congenial personality, Excellent verbal communication skills, Excellent written communication skills, Ability to thrive in fast-paced environment, Ability to apply skill sets, Ability to increase knowledge base, Ability to work shift work, Ability to work holidays, Ability to work weekends, Ability to work after hours, Willing to carry after-hour pager
Nice to Have
Bachelors or college degree, Technical related field degree, Experience with providing Technical Support to global customers, Experience working with large accounts, Experience working with enterprise accounts, Experience with customers across geographies, Knowledge of corporate environment, Knowledge of Sectigo products, Knowledge of Sectigo services, Knowledge of Sectigo policies, Knowledge of Sectigo procedures
What You'll Do.
Handle customer issues
Handle reseller issues
Handle front line support issues
Take ownership of problems
See problems through to resolution
Research technical issues
Diagnose technical issues
Troubleshoot technical issues
Identify solutions for issues
Resolve advanced technical issues
Assist customers via phone
Assist customers via email
Assist customers via chat
Provide high-quality support
Ensure customer satisfaction
Provide prompt feedback
Provide accurate feedback
Follow up with customers
Utilize internal databases
Utilize external resources
Provide accurate technical solutions
Escalate unresolved issues
Communicate with end users
Communicate with colleagues
Communicate with management
Resolve issues quickly
Contribute to Knowledge Base creation
Contribute to Knowledge Base maintenance
Participate in special projects
Perform additional tasks
How You'll Work.
Team & Collaboration
Work with engineering teams; Work with internal teams; Communicate with colleagues; Communicate with management
Communication Scope
Verbal communication; Written communication
Process & Methodology
Prioritize issues, Manage open issues
Full Job Description
Sectigo 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. 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 w
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