Job Description

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.

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.


This is a full-time and in-office position, working 5 days a week from our Chennai office at DLF IT Park, Manapakkam. 

Here are the core functions, responsibilities, and expectations for this role: 

Customer Support & Engagement

  • 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 throughout the resolution process.

Technical Troubleshooting & Issue Management

  • 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 (Service Level Agreement) response and resolution targets.
  • Accurately document all findings, steps taken, and outcomes in the support ticketing system to support auditability and root cause tracking.
  • Identify patterns in recurring issues and escalate trends to Team Leads for further investigation.

Escalation & Team Collaboration

  • Recognize when a case requires escalation and ensure a high-quality handoff to senior support staff or specialist teams, complete with:
    • Clear problem summaries
    • Diagnostic data, logs, and screenshots
    • Reproduction steps and customer environment details
  • Collaborate with Shift Leads, Team Leads, and cross-functional teams to resolve customer issues efficiently.
  • Participate in team meetings, quality reviews, and training sessions to continuously sharpen your skills.

Knowledge & Process Contribution

  • Contribute to the team's internal knowledge base by documenting resolved issues, common troubleshooting steps, and customer-facing FAQs.
  • Follow established support procedures to ensure consistency, quality, and operational efficiency.
  • Support continuous improvement efforts by flagging process gaps or recurring friction points to team leadership.
  • Participate in additional projects and initiatives aligned with the team's goals and Requirements

Additional tasks associated with this position may be assigned in response to company initiatives and business needs.