Technical Support Specialist - Ottawa

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:

• 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 elevate 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.

Simplicity at Scale.

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, Communication, 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.