Sectigo
Technology
TechnicalSupportSpecialist
Neural analysis suggests this role is
optimal for mid candidates.
“Technical Support Specialist at Sectigo. Skills: Technical Support, Customer Relationships. Understand client needs. Provide proactive solutions”
What You'll Achieve.
Meet customer satisfaction KPIs; Improve average response times; Improve resolution times; Boost customer satisfaction scores; Reduce resolution times; Reduce repeat inquiries; Align with customer satisfaction targets; Meet SLAs; Meet internal timelines; Contribute to reduced future incidences
Industry & Context.
Problem solving; Troubleshooting skills
Rotational shifts, Skeletal staffing weekends, After-hour support pager, Work shifts, Holidays, Weekends, After-hours
What They're Looking For.
Must Have
1+ years Customer Support/Help Desk experience, English proficiency mandatory
Nice to Have
Bachelor's degree in computer science, 1-3 years experience, Other language proficiencies, SSL/TLS protocols knowledge, Cryptography Concepts knowledge, Certificates knowledge, Certification Authorities knowledge
What You'll Do.
Understand client needs
Provide proactive solutions
Enhance customer satisfaction
Take ownership of issues
Ensure timely resolution
Foster positive relationships
Research reported issues
Diagnose reported issues
Troubleshoot reported issues
Maintain first-contact resolution
Conduct inquiries with customers
Pinpoint issues quickly
Minimize resolution times
Improve customer experience
Provide consistent support
Provide high-quality support
Guide customers step-by-step
Resolve technical issues
Improve average response times
Improve resolution times
Deliver prompt responses
Deliver accurate responses
Ensure clear communications
Ensure empathetic communications
Ensure professional communications
Boost customer satisfaction scores
Utilize internal databases
Utilize external resources
Provide technical solutions
Reduce resolution times
Reduce repeat inquiries
Escalate unresolved issues
Maintain workflow efficiency
Maintain smooth escalation
Communicate proactively with users
Communicate proactively with colleagues
Communicate proactively with management
Swiftly resolve issues
Align with satisfaction targets
Prioritize open issues
Meet internal timelines
Log system-related issues
Report system-related issues
Support root cause analysis
Reduce future incidences
Contribute to Knowledge Base
Document known issues
Participate in responsibilities
Participate in special projects
Enhance customer service quality
Enhance operational efficiency
Perform additional tasks
How You'll Work.
Team & Collaboration
Customer base; Sales department; Internal teams
Communication Scope
Verbal communication; Written communication
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 talented Technical Support Specialist to join our growing global team at Sectigo. The Technical Support Specialist works closely with Sectigo's customer base and sales department to handle the day-to-day customer issues reported and see problems through to resolution. This individual assists customers with technical issues by researching, diagnosing, troubleshooting, and identifying solutions to resolve reported issues. This position is responsible for handling all escalated issues and ensuring follow-through to resolution. P
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