Technical Support Engineer I

We are looking for a Technical Support Engineer II to join our growing global team at Sectigo.

The Technical Support Engineer I works closely with Sectigo’s customer base and sales department, handles the day-to-day customer issues reported, all issues escalated, and sees problems and follows 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 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: 

• 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, be the gate way 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.