Customer Support Specialist (Tier 1) - SSL Certificates

About the role

SSL is hiring a remote Tier 1 customer support specialist as an independent contractor, working 7am-4pm, 8am-5pm or 9am-6pm US Central time. The role is a growth-oriented launchpad for people who want to become experts in PKI, cybersecurity and digital trust, with mentorship, training and a clear progression path. Candidates must have reliable, high-speed internet with backup connectivity.

Key responsibilities

• Serve as the first point of contact via chat, email and video conferencing, guiding customers through SSL/TLS certificates (DV, OV, EV), code signing, document signing, S/MIME, C2PA content credentials and client authentication certificates.
• Diagnose and resolve issues such as installation on Apache, Nginx and IIS, validation challenges, CSR generation, certificate deployment and account management.
• Document every interaction in Intercom and escalate complex cases to Tier 2 with detailed notes.
• Collaborate with validation, operations and development teams and contribute to the knowledge base with FAQs and troubleshooting guides.
• Learn continuously about SSL's products, networking fundamentals (DNS, HTTPS, TLS, certificate chains, firewalls, ports) and PKI concepts (CAs, validation types, CRL/OCSP, cryptographic algorithms).
• Maintain professional communication, follow ticket SLAs and use customer feedback to improve processes.

Required profile

• 2-3 years of customer support experience, preferably in SaaS, cybersecurity or technical environments.
• Familiarity with SSL/TLS certificates, PKI or information security concepts.
• Availability for EU/Asia or Americas/EU shift coverage.
• Bonus points: exposure to code signing or C2PA, experience with B2B/enterprise customers, multilingual capabilities.

Required skills

• Experience with ticketing systems such as Intercom or Zendesk.
• Basic understanding of web servers, certificate installation or system administration.
• Written and verbal communication skills, able to explain technical concepts clearly.