Web Security Analyst I

We are looking for a Web Security Analyst I to join our growing global team at Sectigo.
The Web Security Analyst I plays a crucial role in supporting our team with providing outstanding technical support to our customers via phone, email, and chat. This individuals primary responsibilities include troubleshooting, problem-solving, and ensuring that customers receive prompt and effective solutions. This position is an excellent opportunity for individuals with a passion for technology and a strong desire to help customers.
This is a full-time and in-office position, working 5 days a week from our Chennai office at DLF IT Park, Manapakkam.
Here are the core functions, responsibilities, and expectations for this role:

• Provide first-level technical support to customers by actively listening, diagnosing, and resolving technical issues promptly and effectively.
• Guide customers through troubleshooting procedures, step-by-step instructions, and potential solutions to resolve their technical problems.
• Documentation: Maintain accurate and detailed records of customer interactions, issues, and resolutions in our ticketing system.
• Escalate complex technical issues to Level 2 or Level 3 support, when necessary, while ensuring proper documentation and communication.
• Educate customers on product features, functionality, and best practices to enhance their overall experience.
• Collaborate with other departments, such as product development and quality assurance, to provide feedback and suggestions for improving products.
• Knowledge Sharing: Stay up to date with product knowledge and industry trends to effectively support customers and assist with continuous improvement of support processes.
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  Other duties as assigned and related to the nature of this role and company initiatives.
  

Qualifications
Education:

• A bachelors degree or relevant years of working experience in related fields is required. An advanced degree in related fields is strongly preferred.
  

Experience

• Proficient computer skillset is required. Confidence with DNS, FTP, and hosting platforms is strongly preferred.
• Current or prior experience in web security or a related area is strongly preferred.
• Previous experience in a customer service or technical support role is strongly preferred.
  

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Ideal Candidate Profiles, Talents, And Desired Qualifications

• Excellent communication and interpersonal skills.
• Strong problem-solving and analytical abilities.
• Ability to work in a fast-paced environment and handle multiple tasks simultaneously.
• Willingness to learn and adapt to new technologies and software.
  

Additional Information
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.