Technical Support Specialist

We are looking for a talented Technical Support Specialist to join our growing global team at Sectigo. The Technical Support Specialist is the first line of support for Sectigo's growing global customer base — enterprises, partners, and organizations that rely on our industry-leading security solutions to protect their digital infrastructure. This individual works in a structured, collaborative support environment where their networking knowledge, troubleshooting instincts, and customer communication skills are put to work every day.

Responsibilities

Serve as the first point of contact for inbound technical support requests submitted via phone, email, and chat; Deliver prompt, clear, empathetic, and professional responses to customers of varying technical backgrounds; Conduct structured troubleshooting conversations to quickly identify, isolate, and document customer issues; Guide customers step-by-step through technical problems using approved knowledge base articles and support workflows; Proactively communicate case status updates to customers and internal stakeholders; Apply strong network and systems troubleshooting skills to diagnose and resolve common technical issues; Utilize internal tools, ticketing systems, and external resources to investigate reported problems efficiently; Prioritize and manage multiple open cases simultaneously, adhering to SLA response and resolution targets; Accurately document all findings, steps taken, and outcomes in the support ticketing system; Identify patterns in recurring issues and escalate trends to Team Leads; Recognize when a case requires escalation and ensure high-quality handoff to senior support staff; Collaborate with Shift Leads, Team Leads, and cross-functional teams to resolve customer issues; Participate in team meetings, quality reviews, and training sessions; Contribute to the team's internal knowledge base by documenting resolved issues, common troubleshooting steps, and customer-facing FAQs; Follow established support procedures; Support continuous improvement efforts by flagging process gaps or recurring friction points; Participate in additional projects and initiatives aligned with the team's goals

Requirements

Bachelor's degree in Computer Science, Information Technology, Network Administration, or related technical field, or equivalent hands-on experience; Minimum 1 year of experience in technical support, help desk, IT administration, or network operations role; Demonstrated experience using ticketing or service desk platforms (e.g., Zendesk, Jira, ServiceNow, or equivalent); Strong written and verbal English communication skills; Solid understanding of TCP/IP networking fundamentals and network troubleshooting methodologies; Working knowledge of DNS (record types, resolution, and common misconfigurations); Familiarity with Active Directory and directory services concepts; Experience with Windows Server and/or Linux environments; Comfort using command-line tools for diagnostics (e.g., ping, tracert, nslookup, curl, netstat); Understanding of web technologies including HTTP/HTTPS, web servers, and hosting platforms; Familiarity with API request/response structures and basic web security principles; Ability to work in different time zones, rotational shifts with skeletal staffing on weekends; Superior customer service and phone mannerism; Must be able to work shifts, including holidays, with possible weekends and after-hours; Must be willing to carry the after-hour support pager

Nice to have

1–3 years of experience in technical support, help desk, IT administration, or network operations; Additional language proficiency; CompTIA Network+; CompTIA Security+; Cisco CCNA; CompTIA A+; CompTIA CySA+; Microsoft, AWS, or equivalent cloud/infrastructure certifications; Strong communication and interpersonal skills; Attention to detail and ability to multitask; Strong problem-solving and troubleshooting skills; Experience working with customers across geographies like US & UK customers; Computer literacy skills including email and word processing applications; Qualities such as integrity, curiosity, fair-mindedness, persuasiveness, team player; Ability to thrive in a start-up environment