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.

“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, 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.

Job Description

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

The Principal Technical Support Engineer works closely with Sectigo’s customer base and sales department to manage daily customer issues from reporting to resolution. This individual is responsible for assisting customers with technical issues by researching, diagnosing, troubleshooting, and identifying solutions, besides handling and resolving all issues escalated from Tier 1 Tech Support team.

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:

• Collaborate closely with Sectigo’s customer base and sales department.
• Address and resolve issues escalated from Technical Support, Tier 1/Tier 2, taking full ownership of customer issues from reporting to resolution.
• Research, diagnose, troubleshoot, and identify solutions for reported issues.
• Ask targeted questions to customers to quickly understand the root of the problem.
• Assist customers via phone, email, chat, or remote sessions until their technical issues are resolved.
• Provide prompt and accurate feedback to customers.
• Follow up with customers who are unresponsive.
• Refer to internal databases or external resources to provide accurate technical solutions.
• Follow standard procedures for escalating unresolved issues to the Shift Lead, Team Lead, or appropriate internal teams.
• Communicate clearly and effectively with end users, colleagues, and management to swiftly resolve issues and ensure customer satisfaction.
• Prioritize and manage multiple open issues simultaneously.
• Ensure all reported system issues are properly logged and documented.
• Contribute to the creation of a 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:

• BA/BS degree in computer science, engineering from an accredited college or equivalent work experience is required.
• CISSP – Certified Information Systems Security Professional (considered an asset).
• MCP – Microsoft Certified Professional (considered an asset).
• Linux/Solaris/UNIX System Administration (considered an asset).
• Azure/GCP/AWS Certification (considered an asset).

Experience:

• Minimum of 5+ years of industry experience, customer support in a help-desk environment is required.
• Experience working with various Microsoft software and systems, specifically Active Directory, windows platforms servers and clients.
• Experience working with Linux platforms.
• Network infrastructure experience.
• Experience with scripting in various language (PowerShell, Python, Bash, etc.) against REST APIs
• Experience with various webservers & firewall/load balancers software/platforms
• Experience with Public Key Infrastructure (PKI), SSL, X509 (considered an asset)
• Experience with Public Cloud (Azure, GCP, AWS) (considered an asset)
• Experience with eCommerce, CDN, DNS, WAF or Web Hosting (considered an asset)
• Proven track record of managing multiple high-priority issues simultaneously while maintaining attention to detail and thorough documentation.
• Commitment to continuous learning and staying updated with the latest technology trends and best practices in the industry.
• Experience with defining process that is rinse and repeatable for customer facing engagements
• Certifications or hands-on experience with Microsoft, Cisco, Amazon AWS, and the Security Industry are highly valued.
• Expertise in Linux (Apache, RedHat), Windows, Java environments, and Mac OS.
• Strong understanding of Windows networking, Active Directory, and Group Policy.
• Experience with security products such as antivirus software, spam filters, WAF, and email encryption.
• In-depth knowledge of Internet protocols and services including TCP/IP, DNS, SMTP, SSH, and SSL HTTP/HTTPS.
• Proficiency in Microsoft Azure services, cloud concepts, and Azure management and governance tools (Intune, SCEP).
• Strong skills in JavaScript, Python, SQL, and PowerShell scripting.
• Familiarity with Web API, REST API, and Postman.
• Proven experience in diagnosing and resolving server-level issues.
• Knowledge of ACME tools (Certbot, WinACME, etc.).
• English language proficiency is required. Proficiency in other languages such as French, Spanish, and/or Portuguese is strongly recommended.
• Willingness to carry the after-hours support pager.
• Availability to work five days a week from the office.

Ideal Candidate Profiles, Talents, and Desired Qualifications:

• Collaborate closely with Sectigo’s customer base and sales department.
• Address and resolve issues escalated from Technical Support, Tier 1/Tier 2, taking full ownership of customer issues from reporting to resolution.
• Research, diagnose, troubleshoot, and identify solutions for reported issues.
• Ask targeted questions to customers to quickly understand the root of the problem.
• Assist customers via phone, email, chat, or remote sessions until their technical issues are resolved.
• Provide prompt and accurate feedback to customers.
• Follow up with customers who are unresponsive.
• Refer to internal databases or external resources to provide accurate technical solutions.
• Follow standard procedures for escalating unresolved issues to the Shift Lead, Team Lead, or appropriate internal teams.
• Communicate clearly and effectively with end users, colleagues, and management to swiftly resolve issues and ensure customer satisfaction.
• Prioritize and manage multiple open issues simultaneously.
• Ensure all reported system issues are properly logged and documented.
• Contribute to the creation of a Knowledge Base of known issues and their fixes.
• Perform additional responsibilities and special projects as assigned.

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.