Sectigo

Technical Support Specialist

Ottawa, ON, Canada · Full-time

Sponsorship not specifiedDetected 6 days ago

AWSLinuxCybersecurityJiraCustomer SupportZendeskTCP/IPDNSCiscoLeadershipCommunicationCollaborationProblem SolvingCompTIA

About the role

This is a full-time and in-office position, reporting to our Ottawa office 5 days a week.

Serve as the first point of contact for inbound technical support requests submitted via phone, email, and chat.
Conduct structured troubleshooting conversations to quickly identify, isolate, and document customer issues.
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.
Recognize when a case requires escalation and ensure a high-quality handoff to senior support staff or specialist teams, complete with:

Strong communication and interpersonal skills, with attention to detail and ability to multitask.
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.
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.

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.

Simplicity at Scale.
Microsoft, AWS, or equivalent cloud/infrastructure certifications are also an asset.

The targeted compensation package for this role is between CAD $50,000 and $60,000, subject upon internal equity and years of experience.

Deliver prompt, clear, empathetic, and professional responses to customers of varying technical backgrounds.
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.
We are committed to using AI responsibly and transparently, ensuring fairness, accuracy, and human oversight at every stage.
Global team.
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.
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.

This listing is sourced directly from Sectigo's careers page and normalized into a canonical job model.