Technical Support Engineer II

Job Description
We are looking for a Technical Support Engineer II to join our growing global team at Sectigo.

The Technical Support Engineer II 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 role involves troubleshooting, diagnosing, and resolving complex technical problems, as well as contributing to the development of support processes and documentation.

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:

• Handle issues from customer/Resellers/front line support teams, taking ownership and seeing problems through to resolution.
• Research, diagnose, troubleshoot, and identify solutions to resolve advanced technical issues.
• Assist customers through phone, email, or chat, providing high-quality support and ensuring customer satisfaction.
• Provide prompt and accurate feedback to customers and follow up with unresponsive customers.
• Utilize internal databases and external resources to provide accurate technical solutions.
• Escalate unresolved issues to higher-level (engineering) or internal teams as necessary, be the gate way for engineering teams.
• Communicate effectively with end users, colleagues, and management to resolve issues quickly.
• Prioritize and manage multiple open issues simultaneously, ensuring adherence to SLAs.
• Log and report all system-related issues accurately.
• Contribute to the creation and maintenance of a Knowledge Base of known issues and their fixes.
• Mentor and train Level 1 support staff, providing guidance and support.
• Participate in additional responsibilities and special projects as assigned.
• 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 strongly preferred.

Experience

• Minimum of 3+ years of customer support and help desk experience, with at least 2+ years of experience with providing Technical Support to global customers. Ideally 5 to 7+ years of global tech support experience is ideal.
• Strong understanding of Active Directory.
• Advanced knowledge of networking concepts and devices.
• Troubleshooting network issues with ifconfig, ping, tracert, nslookup, netstat,etc.
• Understanding of PKI concepts, including key management, certificate lifecycle management, and trust models.
• Deep understanding of TLS/SSL protocols, cipher suites, and best practices for secure configurations.
• Configuring SSL/TLS settings on firewalls and load balancers (e.g., F5, HAProxy).
• Understanding of SSL offloading and re-encryption.
• Proficiency in managing certificates using tools like MMC (Microsoft Management Console)
• Expertise in OpenSSL, Java Keytool, CertUTIL, CertReq commands.
• Experience/Working with servers like Internet Information Services (IIS), Apache, Tomcat, NGINX, etc.
• Working Knowledge of ACME clients like certbot, win-acme, lego, etc.
• Proficiency in using tools like Wireshark or similar network analyzers.
• Familiarity with support/service desk tools and browser developer consoles.

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 the support of Sectigo's customer base.
• Experience working with large and enterprise accounts and customers across different geographies.
• 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 fast-paced and global 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.