Technical Support Engineer I

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Skills you'll use

What you'll do

• 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.   

Who can apply

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

About Sectigo

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