Cybersecurity Tech Support Analyst: PKI & TLS Expert

Webhosting; City of Melbourne; On-site; AUD 55,000 - 75,000; Full time

Job summary

DigiCert is seeking a Technical Support Analyst to join our Melbourne-based team. You will be the first point of contact for customers, resolving technical issues while delivering an exceptional experience across PKI, TLS/SSL, and certificate lifecycle management.

Work with cross-functional teams to drive outcomes, stay current with DigiCert products and internet security tech, and contribute to knowledge base while meeting SLAs and KPIs.

Qualifications

• 1+ years of experience in Technical Support, Help Desk, IT Operations, or another customer-facing technical role.
• Degree in Computer Science, Information Technology, Information Systems, or equivalent practical experience.
• Strong customer service and communication skills.
• Excellent analytical and troubleshooting abilities.
• Ability to explain technical concepts to technical and non-technical audiences.

Responsibilities

• Deliver exceptional customer service by resolving technical issues and ensuring a positive customer experience.
• Troubleshoot customer issues related to DigiCert products using systematic diagnostic techniques and available tools.
• Own customer cases from initial contact through resolution, providing timely updates throughout the support lifecycle.
• Escalate complex issues to Technical Support Engineers while providing troubleshooting details, relevant logs, and diagnostic data.
• Collaborate with Engineering, Product Management, Customer Success, Sales, and other internal teams to resolve customer issues and improve products.
• Communicate with customers via support cases, phone, and chat.

Skills

Customer service

Communication

Analytical thinking

Troubleshooting

Multitasking

Education

Bachelor's degree in CS/IT/IS

Job description

DigiCert is seeking a Technical Support Analyst to join our Melbourne-based team. You will be the first point of contact for customers, resolving technical issues while delivering an exceptional experience across PKI, TLS/SSL, and certificate lifecycle management.

Work with cross-functional teams to drive outcomes, stay current with DigiCert products and internet security tech, and contribute to knowledge base while meeting SLAs and KPIs.