Technical Support Specialist III

4 weeks ago

Eastern Ontario Ontario, Canada Sectigo, Inc. Full time
Who We Are:

At Sectigo, we align around our mission and pride ourselves in helping thousands of customers sleep better at night.

“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, Collaboration, 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.

What We Are Looking For:

The Technical Support Specialist III will work closely with Sectigo’s customer base and sales department to manage daily customer issues from reporting to resolution. Their responsibilities will include assisting customers with technical issues by researching, diagnosing, troubleshooting, and identifying solutions, as well as handling all issues escalated from Tech Support Level 1 & 2 team members.

What You’ll Be Doing:
  • 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.
  • Other duties as assigned and related to the nature of this role and company initiatives.

This position is an individual contributor role and will report to the Manager, Technical Support.

Requirements:

Education & Certifications:

  • BA/BS degree in computer science, engineering from an accredited college or equivalent work experience

Experience:

  • 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)

Technical Experience:

  • 5+ years of industry experience, customer support/ Help desk.
  • 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.).
Talents and Desired Qualifications:
  • Exceptional communication and organizational skills, with keen attention to detail and the ability to multitask effectively.
  • Excellent customer service and phone etiquette for supporting Sectigo’s customer base.
  • Familiarity with corporate environments.
  • Understanding of Sectigo products and services, including related policies and procedures.
  • Proficient in computer literacy, including the use of email, databases, and word processing applications.
  • Outstanding interpersonal and organizational skills.
  • Possess qualities such as integrity, fairness, and a persuasive, congenial personality.
  • Excellent verbal and written communication skills.
  • Ability to thrive in a start-up environment while utilizing existing skills and training to expand knowledge.
  • Availability to work shifts from Monday to Friday, including holidays, with potential for weekends and after-hours work.
  • Solid multi-tasking, troubleshooting and problem resolution abilities.
  • Self-starter with a can-do/will-do attitude, quick learner, willingness to work as part of a team, and a desire to continually learn new tools/technologies.
  • English language proficiency required
  • Proficiency in French, Spanish, and/or Portuguese will be considered an asset
  • Willingness to carry the after-hours support pager.
  • Availability to work five days a week from the office.
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