About the role
Who we are
DigiCert is a global leader in intelligent trust. We protect the digital world by ensuring the security, privacy, and authenticity of every interaction. Our AI-powered DigiCert ONE platform unifies PKI, DNS, and certificate lifecycle management, to secure infrastructure, software, devices, messages, AI content and agents. Learn why more than 100,000 organizations, including 90% of the Fortune 500, choose DigiCert to stop today’s threats and prepare for a quantum-safe future at www.digicert.com
Job summary
DigiCert is looking for a detail-oriented, energetic Technical Support Engineer to join our team. The Technical Support Engineer will be responsible for ensuring the quality of our internal and customer-facing Security products for the DigiCert software. The ideal candidate will have a passion for and a commitment to providing customers with a world class support experience during the US time shift.
The Tech Support Engineer will be responsible for providing support via phone and email to DigiCert US based customers to support the DigiCert One platform.
What you will do
- Support our US Customers on the DigiCert One platform for all certificate lifecycle products via phone and email within support cases.
- Project a professional company image through phone and email interactions.
- Work with our Validation teams to process Lawyer Card request.
- Collaborate with Cross-functional teams to resolve issues and provide solutions.
- Recognize, document and alert supervisors of trends in customer calls.
- Research through Knowledge Base articles, labs and other means to resolve customer issues.
- Master internal tools used for timely problem resolution.
- Contribute to DigiCert Knowledge Base.
What you will have
- 2+ year degree in IT, related technical degree, or equivalent work experience.
- 2+ years of experience in a technical support role within the tech industry
- Strong problem-solving skills.
- Knowledge of PKI certificates.
- Working knowledge of Rest API’s.
- Experience working with Windows OS, Active Directory, MAC OS and Unix.
- Experience configuring SSO and two-factor authentication.
- Comfortable working on a computer daily and conversing over the phone and through email.
- Strong oral, written and interpersonal communication skills.
- Detailed-oriented with excellent organization skills.
- Self-motivated, manage your time well, and get things done.
- Team oriented and ability to work with people from diverse backgrounds.
- Industry related certificates are a plus (Security +, MSCE…).
Nice to have
- Excellent knowledge of Microsoft products and other applicable software or applications.
Benefits
- Competitive compensation and comprehensive benefits package
- Generous paid time off, including holidays and additional leave options
- Family-friendly leave policies, including maternity, paternity, and other supportive leave programs
- Health and wellness support, including medical cover (where applicable), gym reimbursements, and mental well-being resources
- Pension, life insurance, and income protection benefits (location dependent)
- Employee Assistance Program with 24/7 confidential support for employees and their families
- Education assistance and professional development opportunities
- Access to LinkedIn Learning and continuous learning resources
- Employee referral bonus program and additional company perks and discounts
- Business travel insurance and global employee support programs
To protect candidate information and maintain a secure hiring process, all applications must be submitted through our careers portal. Resumes or CVs sent directly via email will not be reviewed or considered.
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