Senior Technical Support Analyst

1 month ago

Eastern Ontario, Canada Sectigo, Inc. Full time

About Sectigo, Inc.:

At Sectigo, we are dedicated to our mission of providing exceptional service and ensuring that our clients feel secure and confident in their online activities.

When it comes to online trust management, Sectigo is synonymous with unmatched reliability and assurance.

Our commitment to our core values - Support, Excellence, Collaboration, Teamwork, Integrity, Growth, and Openness - drives our interactions with both our colleagues and customers. We strive to cultivate a diverse workforce where every individual understands their contribution to our strategic objectives, enhancing operational efficiency, and delivering outstanding customer experiences. If you are eager to be part of a dynamic team that holds each other accountable for achieving ambitious goals, we would like to connect with you.

Position Overview:

The Senior Technical Support Analyst will engage directly with Sectigo's clientele and sales teams to address and resolve daily technical inquiries. This role involves assisting customers with complex technical challenges through thorough research, diagnosis, troubleshooting, and solution identification, as well as managing escalated issues from lower-tier support teams.

Key Responsibilities:
  • Work collaboratively with Sectigo's customer base and sales teams.
  • Take ownership of issues escalated from Technical Support, Tier 1/Tier 2, ensuring comprehensive resolution.
  • Conduct research, diagnose, troubleshoot, and propose solutions for reported technical problems.
  • Engage customers with targeted inquiries to swiftly identify the core issue.
  • Provide assistance through various channels including phone, email, chat, or remote sessions until issues are resolved.
  • Deliver timely and precise feedback to customers.
  • Follow up with customers who may not respond promptly.
  • Utilize internal databases or external resources to deliver accurate technical solutions.
  • Adhere to established procedures for escalating unresolved issues to the Shift Lead, Team Lead, or relevant internal teams.
  • Communicate effectively with end users, colleagues, and management to ensure swift issue resolution and customer satisfaction.
  • Manage multiple ongoing issues concurrently while maintaining prioritization.
  • Ensure all reported system issues are logged and documented appropriately.
  • Contribute to the development of a Knowledge Base for known issues and their resolutions.
  • Engage in additional responsibilities and special projects as assigned.
  • Perform other duties related to the nature of this role and company initiatives.

This position functions as an individual contributor and reports to the Manager of Technical Support.

Qualifications:

Education & Certifications:

  • BA/BS degree in computer science, engineering from an accredited institution or equivalent professional experience.

Experience:

  • CISSP – Certified Information Systems Security Professional (preferred)
  • MCP – Microsoft Certified Professional (preferred)
  • Linux/Solaris/UNIX System Administration (preferred)
  • Azure/GCP/AWS Certification (preferred)

Technical Skills:

  • 5+ years of experience in customer support or help desk environments.
  • Proficient with various Microsoft software and systems, particularly Active Directory, Windows server and client platforms.
  • Experience with Linux operating systems.
  • Knowledge of network infrastructure.
  • Familiarity with scripting in languages such as PowerShell, Python, Bash, etc., particularly in relation to REST APIs.
  • Experience with various web servers and firewall/load balancer technologies.
  • Understanding of Public Key Infrastructure (PKI), SSL, X509 (preferred).
  • Experience with Public Cloud platforms (Azure, GCP, AWS) (preferred).
  • Knowledge of eCommerce, CDN, DNS, WAF, or Web Hosting (preferred).
  • Demonstrated ability to manage multiple high-priority issues simultaneously while maintaining meticulous documentation.
  • Commitment to ongoing learning and staying abreast of the latest technology trends and best practices.
  • Experience in defining repeatable processes for customer-facing engagements.
  • Certifications or hands-on experience with Microsoft, Cisco, Amazon AWS, and the Security Industry are highly regarded.
  • 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.).
Desired Attributes:
  • Exceptional communication and organizational skills, with a strong attention to detail and the ability to manage multiple tasks effectively.
  • Excellent customer service skills and phone etiquette for supporting Sectigo's clientele.
  • 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 congenial personality.
  • Excellent verbal and written communication skills.
  • Ability to thrive in a dynamic environment while leveraging 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.
  • Strong multitasking, troubleshooting, and problem resolution capabilities.
  • Self-motivated with a proactive attitude, quick learner, and a desire to continually learn new tools and technologies.
  • English language proficiency required; proficiency in French, Spanish, and/or Portuguese is a plus.
  • Willingness to participate in after-hours support as needed.
  • Availability to work five days a week from the office.

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