Support Engineer

SUPPORT ENGINEER

About SSL.Com

SSL.Com is a Houston-based global provider of digital certificates, PKI solutions, and cloud signing services, trusted by businesses and governments in over 180 countries. Our mission is to deliver robust, scalable trust services for secure communications, digital identity, and e-commerce. As active participants in the CA/Browser Forum and Cloud Signature Consortium, we are at the forefront of the cybersecurity industry.

Role Overview

The Support Engineer will play a pivotal role in ensuring the success and satisfaction of our customers by providing technical assistance, troubleshooting advanced issues, and collaborating with internal teams. You will engage directly with customers and provide exceptional support via phone, chat, email and screen share sessions. In addition to customer-facing responsibilities, the Support Engineer will also assist in improving internal processes and cross functional collaboration to provide a better customer experience.

Key Responsibilities

• Provide direct technical assistance via phone, email, and chat to guide customers through digital certificate installation and troubleshooting.
• Manage and resolve customer requests using ticketing systems and follow best practices for documenting and closing cases.
• Collaborate with engineering and product teams to address complex issues involving code signing, document signing, and PKI infrastructure.
• Offer technical coaching and guidance to other team members to foster continuous learning.
• Take initiative to research and solve edge-case problems and contribute to the company’s knowledge base.
• Assist with content creation for technical documentation.

Required Skills & Qualifications

• Passion for customer service and commitment to delivering an exceptional client experience.
• At least 3 years of experience in customer facing technical support role
• Strong communication skills, both verbal and written.
• Proficient in technical problem-solving and able to adapt in dynamic environments.
• Must have experience with installing and managing digital certificates (SSL/TLS)
(PKI, code signing, IOT and document signing technologies a plus).
• Hands on experience with server-side Windows and/or Linux systems.
• Good understanding of TCP/IP, DNS and basic network troubleshooting
• Experience with CRM (Customer Relationship Management) and ticketing systems.
• Collaborative mindset, eager to assist colleagues and share knowledge across teams.
• Any industry IT certifications will be a plus
At SSL.com, we champion diversity and foster an inclusive environment where every employee is valued and respected. We are committed to providing equal employment opportunities
worldwide, free from discrimination of any kind. Join our dynamic team and help shape the future of Internet security.