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 individual’s 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.
• Other duties as assigned and related to the nature of this role and company initiatives.