Advanced Technical Support Engineer

WebHosting; Chennai; On-site; INR 900,000 - 1,100,000; Full time

Job summary

Sectigo is seeking an Advanced Technical Support Engineer for its Chennai office. The role involves diagnosing and resolving complex customer issues, handling escalations from Tier 1, and working closely with sales to ensure customer satisfaction.

You will troubleshoot, research, and provide clear, timely feedback across phone, email, and chat channels. The position is in-office, full-time, reporting to the Technical Support Manager.

Qualifications

• Role requires researching, diagnosing, and troubleshooting customer issues.
• Ask targeted questions to quickly understand root cause.
• Handle issues escalated from Tier 1 and see problems through to resolution.
• Communicate clearly with end users, colleagues, and management.

Responsibilities

• Work closely with Sectigo’s customer base and sales department.
• Handle all issues escalated from the technical support team (e.g. Tier 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.
• Assist 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 tasks associated with this position may be assigned in response to company initiatives and business needs.

Skills

Customer support

Troubleshooting

Issue escalation

Communication

Knowledge base

Cross-functional collaboration

Job description

Job Description

We are looking for a talented 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).

Please Note: The Reporting Manager and the Work Arrangement requirements may be modified and redesigned based on business needs to ensure operational flexibility and organizational effectiveness

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 the technical support team (e.g. Tier 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 tasks associated with this position may be assigned in response to company initiatives and business needs.

More information about this role:

• This is a full-time and in-office position, reporting to our Chennai office 5 days a week.
• This is an individual contributor role, reporting to our Manager, Technical Support.
• The targeted compensation package for this role is between INR 9,00,000 and INR 11,00,000.

Simplicity at Scale.

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.