Sectigo
SaaS
TechnicalSupportSpecialist
Neural analysis suggests this role is
optimal for mid candidates.
“Technical Support Specialist at Sectigo. Skills: networking knowledge, troubleshooting instincts, customer communication skills. Serve as the first point of contact for inbound technical support requests submitted via phone, email, and chat. Deliver prompt, clear, empathetic, and professional responses to customers of varying technical backgrounds”
What You'll Achieve.
delivering a market leading user experience; SLA (Service Level Agreement) response and resolution targets
Industry & Context.
troubleshooting instincts; problem solving and troubleshooting skills
Ability to work in different time zones, rotational shifts with Skeletal staffing on weekends, Must be able to work shifts, including holidays based on business needs, with possible weekends and after-hours, Must be willing to carry the after-hour support pager
What They're Looking For.
Must Have
Minimum 1 year of experience in a technical support, help desk, IT administration, or network operations role, Demonstrated experience using ticketing or service desk platforms (e.g., Zendesk, Jira, ServiceNow, or equivalent), written and verbal English communication skills are required, Solid understanding of TCP/IP networking fundamentals and network troubleshooting methodologies is required, Working knowledge of DNS (Domain Name System) — record types, resolution, and common misconfigurations is required, Familiarity with Active Directory and directory services concepts is required, Experience with Windows Server and/or Linux environments is required, Comfort using command-line tools for diagnostics (e.g., ping, tracert, nslookup, curl, netstat) is required, Understanding of web technologies including HTTP/HTTPS, web servers, and hosting platforms is required, Familiarity with API request/response structures and basic web security principles is required
Nice to Have
1–3 years of experience is strongly preferred, Additional language proficiency is a significant asset, CompTIA Network+ or CompTIA Security+, Cisco CCNA (Cisco Certified Network Associate), CompTIA A+ or CompTIA CySA+, Microsoft, AWS, or equivalent cloud/infrastructure certifications are also an asset, communication and interpersonal skills, with attention to detail and ability to multitask, problem solving and troubleshooting skills, Superior customer service and phone mannerism required to handle support of Sectigo's customer base, Experience working with customers across geographies like US & UK customers, Computer literacy skills, including the use of email, and word processing applications, Possess qualities such as integrity, curiosity, fair-mindedness, and a persuasive, team player, Ability to thrive in a start-up environment while applying existing skill sets and training to increase knowledge base
What You'll Do.
Serve as the first point of contact for inbound technical support requests submitted via phone
and professional responses to customers of varying technical backgrounds
Conduct structured troubleshooting conversations to quickly identify
and document customer issues
Guide customers step-by-step through technical problems using approved knowledge base articles and support workflows
Proactively communicate case status updates to customers and internal stakeholders throughout the resolution process
Apply network and systems troubleshooting skills to diagnose and resolve common technical issues
Utilize internal tools
and external resources to investigate reported problems efficiently
Prioritize and manage multiple open cases simultaneously
adhering to SLA (Service Level Agreement) response and resolution targets
Accurately document all findings
and outcomes in the support ticketing system to support auditability and root cause tracking
Identify patterns in recurring issues and escalate trends to Team Leads for further investigation
Contribute to the team's internal knowledge base by documenting resolved issues
common troubleshooting steps
and customer-facing FAQs
Follow established support procedures to ensure consistency
and operational efficiency
Support continuous improvement efforts by flagging process gaps or recurring friction points to team leadership
Participate in additional projects and initiatives aligned with the team's goals
How You'll Work.
Team & Collaboration
Collaborate with Shift Leads, Team Leads, and cross-functional teams to resolve customer issues efficiently; Participate in team meetings, quality reviews, and training sessions to continuously sharpen your skills
Communication Scope
written and verbal English communication skills; customer communication skills; communication and interpersonal skills
Full Job Description
At Sectigo, we align around our mission and pride ourselves in helping thousands of customers sleep better at night. Sectigo is the most innovative provider of certificate lifecycle management (CLM), delivering comprehensive solutions that secure human and machine identities for the world’s largest brands. Sectigo’s automated, cloud-native CLM platform issues and manages digital certificates across all certificate authorities (CAs) to simplify and improve security protocols within the enterprise. Sectigo is one of the largest, longest-standing, and most reputable CAs with more than 700,000 customers and two decades of delivering unparalleled digital trust. “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 talented Technical Support Specialist to join our growing global team at Sectigo. The Technical Support Specialist is the first line of support for Sectigo's growing global customer base — enterprises, partners, and organizations that rely on our industry-leading security solutions to protect their digital infrastructure. This individual works in a structured, collaborative support environment where their networking knowledge, troubleshooting instincts, and customer c
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