Advanced Technical Support Engineer

Sectigo is the most innovative provider of certificate lifecycle management (CLM), delivering solutions that help the world’s largest brands simplify how digital trust is managed and scaled. Sectigo’s automated, cloud-native CLM platform issues and manages digital certificates across enterprise environments, enabling organizations to reduce complexity, accelerate time to value, and strengthen security across environments. Sectigo is one of the largest, longest-standing, and most reputable CAs with more than 700,000 customers, including 65% of the Fortune 500. Sectigo holds six combined active leadership seats in the CA/Browser Forum and ETSI and brings two decades of delivering unparalleled digital trust. Simplicity at Scale. How we show up with each other and our customers every day is just as important, and we win as #OneSectigo by living out our core values - Support, Excellence, Communication, Teamwork, Integrity, Growth and Openness. We are committed to investing in our diverse teams where everyone understands their role and how they support our strategic goals, we drive operational excellence through scale and efficiency, and we strive to delight our customers and become the market leader in our industry. If you aspire to join a driven team that holds each other accountable to meeting our lofty goals and you’d like to be part of our growth story in delivering a market leading user experience, we’d like to talk to you. We are looking for a talented Advanced Technical Support Engineer to join our growing global team at Sectigo. The Advanced Technical Support Engineer works closely with Sectigo’s customer base and sales department and handles the day-to-day customer issues reported and manages identified issues through to resolution, including assisting customers technical issues by researching, diagnosing, troubleshooting, and identifying solutions to resolve reported issues. This position is responsible for handling all issues escalated from the tech support engineering team (e.g. Tier 1).   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 effectivenessHere are the core functions, responsibilities, and expectations for this role: 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 i...