Technical Support Specialist

Job Description

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

The Technical Support Specialist is the first line of support for Sectigo's growing global customer base — enterprises, partners, and organizations that rely on our industry-leading security solutions to protect their digital infrastructure. This individual works in a structured, collaborative support environment where their networking knowledge, troubleshooting instincts, and customer communication skills are put to work every day.

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 effectiveness.

Here are the core functions, responsibilities, and expectations for this role:

Customer Support & Engagement

• Serve as the first point of contact for inbound technical support requests submitted via phone, email, and chat.
• Deliver prompt, clear, empathetic, and professional responses to customers of varying technical backgrounds.
• Conduct structured troubleshooting conversations to quickly identify, isolate, and document customer issues.
• Guide customers step-by-step through technical problems using approved knowledge base articles and support workflows.
• Proactively communicate case status updates to customers and internal stakeholders throughout the resolution process.
  
  Technical Troubleshooting & Issue Management
  
• Apply strong network and systems troubleshooting skills to diagnose and resolve common technical issues.
• Utilize internal tools, ticketing systems, and external resources to investigate reported problems efficiently.
• Prioritize and manage multiple open cases simultaneously, adhering to SLA (Service Level Agreement) response and resolution targets.
• Accurately document all findings, steps taken, and outcomes in the support ticketing system to support auditability and root cause tracking.
• Identify patterns in recurring issues and escalate trends to Team Leads for further investigation.
  
  Escalation & Team Collaboration
  
• Recognize when a case requires escalation and ensure a high-quality handoff to senior support staff or specialist teams, complete with:
  • Clear problem summaries
  • Diagnostic data, logs, and screenshots
  • Reproduction steps and customer environment details
• Collaborate with Shift Leads, Team Leads, and cross-functional teams to resolve customer issues efficiently.
• Participate in team meetings, quality reviews, and training sessions to continuously sharpen your skills.
  
  Knowledge & Process Contribution
  
• Contribute to the team's internal knowledge base by documenting resolved issues, common troubleshooting steps, and customer-facing FAQs.
• Follow established support procedures to ensure consistency, quality, and operational efficiency.
• Support continuous improvement efforts by flagging process gaps or recurring friction points to team leadership.
• Participate in additional projects and initiatives aligned with the team's goals and Requirements
• Additional tasks associated with this position may be assigned in response to company initiatives and business needs.

More information about this role:

• This is a full-time and in-office position, reporting to our Ottawa office 5 days a week.
  
• This is an individual contributor role, reporting to our Manager, Tech Support.
  
• The targeted compensation package for this role is between CAD $50,000 and $60,000, subject upon internal equity and years of experience. We may make further adjustments through an approval process if the targeted compensation range needs to be modified based on business needs and market trends.

Qualifications

Education:

• Bachelor's degree in Computer Science, Information Technology, Network Administration, or a related technical field, or equivalent hands-on experience is strongly recommended.

Experience:

• Minimum 1 year of experience in a technical support, help desk, IT administration, or network operations role.
• 1–3 years of experience is strongly preferred.
• Demonstrated experience using ticketing or service desk platforms (e.g., Zendesk, Jira, ServiceNow, or equivalent).
• Strong written and verbal English communication skills are required. Additional language proficiency is a significant asset.
• Solid understanding of TCP/IP networking fundamentals and network troubleshooting methodologies is required.
• Working knowledge of DNS (Domain Name System) — record types, resolution, and common misconfigurations is required.
• Familiarity with Active Directory and directory services concepts is required.
• Experience with Windows Server and/or Linux environments is required.
• Comfort using command-line tools for diagnostics (e.g., ping, tracert, nslookup, curl, netstat) is required.
• Understanding of web technologies including HTTP/HTTPS, web servers, and hosting platforms is required.
• Familiarity with API request/response structures and basic web security principles is required.
  
  The following certifications are considered an excellent fit for this role and will be given significant weight in the hiring process:
  
• CompTIA Network+ or CompTIA Security+
• Cisco CCNA (Cisco Certified Network Associate)
• CompTIA A+ or CompTIA CySA+
• Microsoft, AWS, or equivalent cloud/infrastructure certifications are also an asset.

Ideal Candidate Profiles, Talents, and Desired Qualifications:

• Strong communication and interpersonal skills, with attention to detail and ability to multitask.
• Strong problem solving and troubleshooting skills.
• Ability to work in different time zones, rotational shifts with Skeletal staffing on weekends.
• Superior customer service and phone mannerism required to handle support of Sectigo's customer base.
• Experience working with customers across geographies like US & UK customers.
• Computer literacy skills, including the use of email, and word processing applications.
• Possess qualities such as integrity, curiosity, fair-mindedness, and a persuasive, team player.
• Ability to thrive in a start-up environment while applying existing skill sets and training to increase knowledge base.
• Must be able to work shifts, including holidays based on business needs, with possible weekends and after-hours.
• Must be willing to carry the after-hour support pager.

Additional Information

Sectigo is an Equal Opportunity Employer.

At Sectigo, we are committed to providing equal opportunities throughout your career. We hire and promote the most qualified individuals based on their skills, experience, job requirements, and business needs. We do not discriminate on the basis of race, color, religion, age, sex, national origin, disability, pregnancy, genetic information, veteran status, sexual orientation, gender identity, or any other characteristic protected by applicable laws in the countries where we operate.

Our “One Sectigo” culture fosters a strong sense of belonging and supports a respectful, inclusive workplace free from discrimination and harassment.

Use of Artificial Intelligence (AI) in Our Hiring Process at Sectigo:

To enhance your experience, Sectigo may use Artificial Intelligence (AI) tools during the recruitment process. We are committed to using AI responsibly and transparently, ensuring fairness, accuracy, and human oversight at every stage.

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.