Position Summary
SSL.com is seeking a Tier II Customer Support Specialist to serve as a technical escalation point for complex, high-impact customer issues across its PKI and digital trust product portfolio. This role is designed for experienced support professionals who thrive on deep troubleshooting, technical ownership, and high-stakes customer interactions. Tier II advisors are expected to deliver accurate, customer-ready solutions while maintaining calm, clear communication under pressure, working closely with Tier I Support, Validation, Operations, and other internal teams to ensure issues are resolved efficiently and permanently.
Essential Duties and Responsibilities
- Act as the primary escalation point for Tier I Support, resolving advanced issues including certificate validation failures, trust chain problems, revocation challenges, and signing-related errors.
- Provide support via chat, email, and video conferencing, delivering clear solutions with professionalism, empathy, and urgency.
- Troubleshoot complex issues across SSL.com’s product portfolio, including SSL/TLS certificates (DV, OV, EV), code signing certificates (standard and EV), document signing certificates, S/MIME email certificates, C2PA content credentials, and client authentication certificates.
- Guide customers through the full certificate lifecycle with advanced depth: issuance, installation, renewal, re-issuance, and revocation.
- Investigate and resolve complex customer issues involving CSR generation and certificate chain errors; web server and infrastructure deployment (Apache, Nginx, IIS, load balancers); DNS validation and domain control validation challenges; and TLS/HTTPS behavior, ports, firewall restrictions, and intermediate chain issues.
- Document troubleshooting steps and outcomes thoroughly to support repeatability and reduce rework.
- Partner with Validation, Operations, and Development teams to resolve cross-functional issues and unblock customers quickly.
- Provide actionable customer feedback and identify recurring technical problems that should drive process or product improvements.
- Coach Tier I Support on escalation quality, troubleshooting habits, and customer communication best practices, and help improve Tier I deflection and resolution rates by sharing patterns, playbooks, and repeatable fixes.
- Contribute to internal and customer-facing knowledge resources by drafting and maintaining advanced troubleshooting guides, FAQs, and best-practice documentation; identify documentation gaps based on escalations.
- Maintain excellent case hygiene in Intercom, including complete case notes, clean handoffs, and resolution summaries that can stand on their own.
- Follow SLA expectations and prioritize effectively, especially during customer-impacting incidents, balancing speed with precision.
Required Qualifications
- 3+ years of experience in technical customer support (SaaS, cybersecurity, hosting, infrastructure, or related environments preferred).
- Strong working knowledge of SSL/TLS certificates and public key infrastructure (PKI) concepts, including certificate authorities and validation methods, trust chains and intermediates, revocation (CRL/OCSP), and cryptographic algorithms and key handling.
- Strong troubleshooting ability with networking fundamentals (DNS, HTTPS/TLS, firewalls, ports).
- Excellent written and verbal communication skills, with the ability to explain complex issues clearly and calmly.
- Ability to work independently in a remote environment while maintaining high quality and accountability.
Preferred Qualifications
- Experience supporting certificate installation and troubleshooting on common platforms (Apache, Nginx, IIS, load balancers).
- Familiarity with code signing and document signing workflows, including common failure patterns and customer setup challenges.
- Experience supporting B2B and enterprise customers in high-impact scenarios.
- Demonstrated ability to handle escalations professionally and reduce repeat issues through documentation or process improvement.
- Experience with EV code signing workflows and hardware-backed signing environments.
- Familiarity with C2PA concepts or content authenticity technologies.
- Multilingual capabilities.
- Prior experience mentoring junior support staff or contributing to a knowledge base program.
Working Conditions
This is a remote, independent contractor position requiring reliable, high-speed internet with backup connectivity. SSL.com is hiring for two shift patterns: EU/Asia coverage (overlapping European and Asian business hours) or Americas/EU coverage (overlapping North/South American and European business hours).
Equal Employment Opportunity
SSL is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other characteristic protected by applicable law.
