Technical Support Engineer I

Job Description
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.

Qualifications
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

Additional Information

Global team. Global reach. Global impact.
At Sectigo, we believe doing good is good business. Our strength and our success come from our team of passionate, engaged individuals who make a difference, both locally and globally. Our commitment to engagement is rooted in an unconditionally inclusive workforce, embodying our unique perspectives, heritages, and backgrounds, all as diverse as the experiences of each Sectigo employee. Importantly, we strive to be recognized not only as the CLM leader but also for our intentional efforts to promote employees into the roles that most challenge and excite them, into experiences that allow them to grow their interests as we grow the business. We are committed to bringing a little bit of fun and a whole lot of happiness into everything we do so that our work – and our team members – reflect the positive outcomes we deliver to our customers every day.