Technical Support Engineer I

Sectigo; Chennai District; On-site; INR 500,000 - 700,000; Full time

Job summary

Sectigo is seeking a Technical Support Engineer II to join their team in Chennai. This full-time position requires strong technical skills in troubleshooting and diagnosing customer issues, ensuring high-quality support through various channels.

The ideal candidate will have a bachelor's degree and at least 1+ years of experience in a customer support role, with a solid understanding of networking and security protocols. Join Sectigo and be part of a global team dedicated to excellence in technical support.

Qualifications

• Minimum of 1+ years of customer support and help desk experience.
• Strong understanding of Active Directory.
• Advanced knowledge of networking concepts and devices.

Responsibilities

• Handle issues from customers and ensure problems are resolved.
• Research and diagnose technical issues for solutions.
• Provide high-quality support through various channels.

Skills

Customer support experience

Technical troubleshooting

Networking concepts

TLS/SSL protocols

Active Directory

Education

Bachelor's or college degree in business or technical related field

Tools

Microsoft Management Console (MMC)

Wireshark

IIS

Job description

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 day-to-day customer issues reported, escalations, and sees problems 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 in-office position, working 5 days a week from our Chennai office at DLF IT Park, Manapakkam.

Responsibilities

• 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, acting as a gateway 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.
• Participate in additional responsibilities and special projects as assigned.
• Additional tasks associated with this position may be assigned in response to company initiatives and business needs.

Qualifications

Education:

• Bachelors or college degree in business and/or technical related field or equivalent experience is strongly preferred.

Experience:

• Minimum of 1+ years of customer support and help desk experience, with at least some experience with providing technical support to global customers is required.
• 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).
• 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.

Ideal Candidate Profiles, Talents, and Desired Qualifications:

• Strong communication and organization skills, with attention to detail and ability to multi-task.
• Superior customer service and phone manner to handle 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 including email, 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.
• Ability to thrive in a fast-paced and global environment while applying existing skill sets and training to increase knowledge base.
• Willingness to work shift work Monday through Friday including holidays based on business needs and possible weekends and after hours.
• Willingness to carry the after-hours support pager.