Advanced Technical Support Engineer

About this role

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Skills you'll use

What you'll do

• Work closely with Sectigo’s customer base and sales department. 
• Handle all issues escalated from the technical support team (e.g. Tier 1) and take ownership of customer issues reported and seeing problems through to resolution. 
• Research, diagnose, troubleshoot, and identify solutions to resolve reported issues. 
• Ask customers targeted questions to quickly understand the root of the problem. 
• Assisting various customers through Phone, E-Mail, or Chat, until they resolve the reported technical issue. 
• Provide prompt and accurate feedback to customers. 
• Follow up with unresponsive customers. 
• Refer to internal database or external resources to provide accurate tech solutions. 

Who can apply

• Follow standard procedures for proper escalation of unresolved issues to Shift Lead / Team Lead or to the appropriate internal teams. 
• Communicate clearly and effectively with end users, colleagues, and management to quickly resolve issues and ensure customer satisfaction. 
• Prioritize and manage several open issues at one time. 
• Ensure all reported issues about the system are properly logged and reported. 
• Contribute to create Knowledge Base of known issues and their fixes. 
• Additional tasks associated with this position may be assigned in response to company initiatives and business needs.
• This is a full-time and in-office position, reporting to our Chennai office 5 days a week.
• This is an individual contributor role, reporting to our Manager, Technical Support.

About Sectigo

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