Senior Technical Support Engineer
Senior Technical Support Engineer
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Job Description
Who we are
Were a leading global security authority thats disrupting our own category. Our encryption is trusted by the major ecommerce brands the worlds largest companies the major cloud providers entire country financial systems entire internets of things and even down to the little things like surgically embedded pacemakers. We help companies put trust - an abstract idea - to work. Thats digital trust for the real world.
Job summary
DigiCert is looking for a detail-oriented energetic Senior Technical Support Engineer to join our team. You 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 world a class support experience during the US time zone.
You will also be responsible for providing support via phone and email to DigiCert customers and partners. The applicant must have the ability to troubleshoot complex product issues related to installations upgrades network and Active Directory issues.
The Senior Technical Support Engineer will also submit defects and enhancements to improve the Product offerings and interact with Developers and other Software Quality and Corporate Quality personnel. They will perform other Software Quality duties including assisting with bug verification manual functional test execution etc.
What you will do
- Project a professional company image through phone email and screen sharing interactions
- Report proprietary system inconsistencies/bugs
- 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
- Participate in an on-call rotation
- Take Level 2 escalations and validate issues/bugs within own test environment
- Provide internal training to peers to increase product knowledge
- Mentor peers
What you will have
- Bachelors degree in Information Technology Computer Science or related technical field or equivalent professional experience
- A minimum of 4 years of experience in technical support
- Working knowledge of Kubernetes and Docker (advantageous)
- Working knowledge of Rest API (advantageous)
- Strong problem-solving and troubleshooting skills
- Working knowledge of PKI certificates (advantageous)
- Working knowledge of Unix operating system
- Working knowledge of Java JSON and OpenSSL (advantageous)
- Strong knowledge of networking topologies and devices
- 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
Nice to have
- Excellent knowledge of Microsoft products and other applicable software or applications
- Industry related certificates are a plus (Security MSCE)
- Unix Certifications
Benefits
- Generous time off policies
- Top shelf benefits
- Education wellness and lifestyle support
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Required Experience:
Senior IC
Employment Type
Full Time
