Senior Technical Support Engineer

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 100000 organizations including 90% of the Fortune 500 choose DigiCert to stop todays threats and prepare for a quantum-safe future

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 world a class support experience.

The Tech Support Engineer will 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 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 trainings to peers to increase product knowledge
• Mentor peers

What you will have

• 2-year degree in IT related technical degree or equivalent work experience
• 4 years of experience in technical support
• Working knowledge of Kubernetes and Docker
• Working knowledge of Rest API
• Strong problem solving and troubleshooting skills
• Working Knowledge of PKI certificates
• Working knowledge of Unix operating system
• Working knowledge of Java and OpenSSL
• Strong knowledge of networking topologies
• 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

• Bachelors degree in IT Computer Science or other technical degree
• Excellent knowledge of Microsoft products and other applicable software or applications
• Industry related certificates are a plus (Security MSCE)
• Unix Certifications

Benefits

• Provident Fund
• Medical Aid Gap Cover
• Employee Assistance Program
• Gym Reimbursement
• Life Insurance
• Disability Insurance

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