COMPANY 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.

JOB DESCRIPTION

We are looking for a Advanced Technical Support Engineer to join our growing global team at Sectigo.
The Advanced Technical Support Engineer works closely with Sectigo’s customer base and sales department and handles the day-to-day customer issues reported and manages identified issues through to resolution, including assisting customers technical issues by researching, diagnosing, troubleshooting, and identifying solutions to resolve reported issues. This position is responsible for handling all issues escalated from the Tech Support Engineering team (e.g. tier 1).
This is a full-time and in-office position, working 5 days a week from our Ottawa office.
This is an individual contributor role, reporting to the Manager, Tech Support.

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 Technical Support, Level 1 and take 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.
• Additional responsibilities and special projects as assigned.
• Other duties as assigned and related to the nature of this role and company initiatives.

EDUCATION:

• Bachelor’s degree in Computer Science, Engineering, or a related field (or equivalent experience) is strongly preferred.

EXPERIENCE:

• Minimum of 3+ years of experience in technical support or help desk environments is required; ideally 3 to 5+ years is preferred with some experience in an escalation role.
• Strong understanding of SSL/TLS, certificate lifecycle, and server/network 3-5+ years of customer support / help desk experience.
• Experience working with large accounts.
• Familiarity with ticketing systems such as Salesforce, Zendesk, or Freshdesk.
• Technical knowledge/experience/certifications with Microsoft, Cisco, (and / or) within the Security Industry.
• Strong knowledge of Linux Apache and Windows operating systems.
• Knowledge of Windows networking.
• Experience with information security products. (antivirus, spam filter, email encryption, etc.)
• Knowledge of Internet protocols and services including TCP/IP, DNS, SMTP, SSH, and SSL http/https.
• Strong knowledge of Active Directory.
• Applied knowledge troubleshooting server-level issues.
• Ability to communicate effectively in English, both verbally and in writing, is required.

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 are required to handle support of Sectigo’s customer base.
• Computer literacy skills must include the use of e-mail, databases, and word processing applications.
• Excellent interpersonal and organizational skills.
• Strong experience on handling customer issues and 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.
• Operate well in a fast-paced, dynamic, and global environment without requiring significant supervision.
• Can think creatively and independently to resolve conflict as well as solve problems.

• Work closely with Sectigo’s customer base and sales department.
• Handle all issues escalated from Technical Support, Level 1 and take 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.
• Additional responsibilities and special projects as assigned.
• Other duties as assigned and related to the nature of this role and company initiatives