Web Security Support Engineer

At Sectigo, we align around our mission and pride ourselves in helping thousands of customers sleep better at night.

Sectigo is a leading provider of digital identity and cybersecurity solutions, offering a comprehensive suite of products to protect online transactions and communications. Our mission is to secure the digital landscape for enterprises worldwide.

“When people think Online trust management, they think Sectigo because we offer our customers unparalleled peace of mind.”

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, Collaboration, 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.

• Address and resolve escalated tickets from partners and 1st/2nd line support. 
• Own escalated issues and ensure they are fully resolved. 
• Act as a subject matter expert on SiteLock (Sectigo) products, providing training to 1st/2nd line support teams. 
• Document and share solutions for common customer and partner issues. 
• Troubleshoot customer problems, develop solutions or workarounds, test them, and deploy fixes following established processes. 
• Escalate complex issues to the Engineering team with clear documentation for efficient resolution. 
• Collaborate with the QA team to enhance product knowledge, train QA engineers, and contribute to QA activities as needed. 
• Provide technical guidance to cross-functional teams, including Engineering, Documentation, and Sales Engineering. 
• Participate in partner and vendor calls to provide technical guidance. 
• Assist customers in troubleshooting their environments, driving improvements for both the customer and Sectigo's products. 
• Other duties as assigned and related to the nature of this role and company initiatives.

Education:

• Bachelor’s degree in Computer Science, Information Technology, Systems Security, and/or related field from an accredited institution is strongly preferred.

Experience:

• 3+ years of working in an infrastructure organization deploying and administering network equipment, Linux systems, virtualization platforms, web servers, databases, etc.
• Experience working in a SaaS environment. 
• Web Security, Web Hosting, Networking, and DNS in a Linux environment. Our customers are largely using a LAMP stack, so knowledge of their hosting environment is essential.  
• APIs – understand and use internal and external APIs with JSON and XML using Postman or similar.
• Must be able to navigate, run scripts, read logs, interpret results in Linux CLI.
• SQL – experience querying, creating, updating, deleting in MySQL or similar RDBMS.

Talents and Desired Qualifications:

• Cross-functional collaboration – interact with support, engineering, documentation, sales, vendors, and partners. 
• Strong communication skills – written and verbal. 
• Ability to work both independently and collaboratively. 
• Thrive in a fast-paced environment. 
• FTP – navigate and troubleshoot connections in diverse environments. 
• Bug and Ticket System – manage ticket queues in Salesforce, create bug reports in Jira or similar. 
• Git – Use Github or similar to clone and pull repos for testing. 
• Documentation – Clear written documentation of workflows, workarounds, and troubleshooting processes.

All your information will be kept confidential according to EEO guidelines.

Global team. Global reach. Global impact.

At Sectigo, we believe doing good is good business. Our strength and our success come from our team of passionate, engaged individuals who make a difference, both locally and globally. Our commitment to engagement is rooted in an unconditionally inclusive workforce, embodying our unique perspectives, heritages, and backgrounds, all as diverse as the experiences of each Sectigo employee. Importantly, we strive to be recognized not only as the CLM leader but also for our intentional efforts to promote employees into the roles that most challenge and excite them, into experiences that allow them to grow their interests as we grow the business. We are committed to bringing a little bit of fun and a whole lot of happiness into everything we do so that our work – and our team members – reflect the positive outcomes we deliver to our customers every day.