About this Technical Support Engineer role at DigiCert
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 passion and commitment to provide customers with a world-class support experience.
The Technical Support Engineer will be responsible for providing support via phone and email to DigiCert EMEA-based customers to support the DigiCert One platform.
What you will do
- Support our 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
- Bachelor's degree in Information Technology, Computer Science, or a related technical field, or equivalent professional experience
- 2+ years of experience in technical support within the tech industry
- Strong problem-solving skills
- Knowledge of PKI certificates
- Working knowledge of Rest API’s
- 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
- Internal rewards and recognition platform (Motivosity) to celebrate and acknowledge project wins, milestone achievements, and the outstanding contributions of our colleagues
- Business travel insurance and global employee support programs
