Technical Support Engineer, Americas

DigiCert
Cape Town, South Africa

Who this role is best for

A natural match if you have experience in technical support for certificate lifecycle management.

Best fit for

  • Candidates with technical support experience in security products and strong communication skills
    — “passion for and a commitment to providing customers with a world class support experience”
  • Individuals comfortable with both Windows and Unix environments and SSO configurations
    — “Experience working with Windows OS, Active Directory, MAC OS and Unix. Experience configuring SSO and two-factor authentication.”

Things to consider

  • The role requires availability during US time shifts for customer support
    — “provide support via phone and email to DigiCert US based customers during the US time shift”
  • Candidates must be prepared to work with internal validation teams and document trends
    — “Recognize, document and alert supervisors of trends in customer calls.”

How to stand out

  • Highlight experience with certificate lifecycle management and cross-functional collaboration
    — “Collaborate with Cross-functional teams to resolve issues and provide solutions.”
  • Demonstrate familiarity with the DigiCert One platform and internal tools
    — “Master internal tools used for timely problem resolution.”
  • Emphasize your ability to project a professional image in customer interactions
    — “Project a professional company image through phone and email interactions.”
  • Showcase problem-solving skills with examples from PKI and API-related tasks
    — “Knowledge of PKI certificates. Working knowledge of Rest API’s.”
  • Include experience with SSO and two-factor authentication in your resume
    — “Experience configuring SSO and two-factor authentication.”
Pace · Fast PacedCollaboration · HighAutonomy · MediumDecision Impact · Team

Derived from job-description analysis by Serendipath's career intelligence engine.

What success looks like

  • providing high-quality support to customers
  • documenting and alerting supervisors of trends in customer calls
  • contributing to the DigiCert Knowledge Base
Typical background
degree in IT or related technical field2+ years of experience in technical support

Skills & requirements

Required

Technical SupportProblem-solvingCommunicationCustomer ServiceKnowledge Of PKI CertificatesWorking Knowledge Of Rest ApisExperience With Windows OS, Active Directory, MAC OS And UnixExperience Configuring SSO And Two-factor Authentication

Preferred

Excellent Knowledge Of Microsoft Products

Stack & domain

PKI CertificatesRest Api’sWindows OSActive DirectoryMAC OSUnixSSOTwo-factor AuthenticationProblem-solvingOral CommunicationWritten CommunicationInterpersonal CommunicationDetailed-orientedOrganizationSelf-motivatedTeam OrientedSecurity +MSCEITTech Industry

About the role

Original posting from 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 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.

#LI-FP1

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Source: DigiCert careers

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