Technical Support Engineer I

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 - Support, Excellence, Collaboration, 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 I 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 individual assists our customer’s technical issues by researching, diagnosing, troubleshooting, and identifying solutions to resolve reported issues.

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:

• Work closely with Sectigo’s customer base and sales department.
• Handle all issues escalated from Engineers for technical support, taking ownership of customer issues reported and seeing problems through to resolution.
• Research, diagnose, troubleshoot, and identify solutions to resolve reported issues.
• Ask customers targeted questions to quickly understand the root of the problem.
• Assisting various customers through Phone, E-Mail or Chat, until they resolve the reported technical issue.
• Provide prompt and accurate feedback to customers.
• Follow up with unresponsive customers.
• Refer to internal database or external resources to provide accurate tech solutions.
• Follow standard procedures for proper escalation of unresolved issues to Shift Lead / Team Lead or to the appropriate internal teams.
• Communicate clearly and effectively with end users, colleagues, and management to quickly resolve issues and ensure customer satisfaction.
• Prioritize and manage several open issues at one time.
• Ensure all reported issues about the system are properly logged and reported.
• Contribute to create Knowledge Base of known issues and their fixes.
• Other duties as assigned and related to the nature of this role and company initiatives.

Education:

• Bachelors or college degree in business and/or technical related field or equivalent experience is preferred.

Experience:

• A minimum of 1 full year of experience in a customer support and/or help desk setting.
• Knowledge on Networking, Web Servers, Web Hosting, DNS, and Cryptography is strongly preferred.
• Relevant knowledge and working experience with Linux and Windows Servers are strongly preferred.

Ideal Candidate Profiles, Talents, and Desired Qualifications:

• Strong communication and organization skills, with attention to detail and must be able to multi-task.
• Superior customer service and phone mannerism is required to handle the support of Sectigo’s customer base.
• Experience working with large accounts.
• Knowledge of corporate environment.
• Knowledge of Sectigo products and services, including policies and procedures.
• Computer literacy skills must include the use of e-mail, databases, and word processing applications.
• Excellent interpersonal and organizational skills.
• Possess qualities such as integrity, fair mindedness, and a persuasive, congenial personality.
• ⁠Excellent verbal and written communication skills.
• Must have the ability to thrive in a start-up environment while applying existing skill sets and training to increase knowledge base.
• Must be able to work shift work Monday through Friday including holidays based on business needs and possible Weekends and after hours
• Must be willing to carry the after-hour Support pager