Enterprise DNS & Monitoring Support Analyst

Webhosting; Cape Town; On-site; ZAR 240,000 - 420,000; Full time

Benefits offered by this job

Health & wellness

Gym reimbursements

Mental well-being resources

Job summary

DigiCert is seeking a Technical Support Analyst to assist enterprise clients using our DNS and traffic monitoring solutions. This role aligns with U.S. Eastern Time hours to support global needs, and includes hands-on installation, configuration, and troubleshooting of DigiCert DNS services.

You will respond to questions via calls, emails, and tickets, document all activity, and strive for high quality, accuracy, and customer satisfaction while leveraging a fast-paced team environment.

Qualifications

• 1+ years Technical Support or IT client interfacing experience.
• Proficiency in English (essential).
• Previous experience with CDN, monitoring solutions, web hosting services, or network services (strongly preferred).
• Ability to translate technical concepts into plain language for clients.

Responsibilities

• Answer questions and troubleshoot DNS and monitoring configurations.
• Review DNS and monitoring configurations of DigiCert DNS and monitoring.
• Provide technical support to DNS Made Easy and Constellix customers via calls, emails, and tickets within SLAs.
• Document and record all activity and communication with customers.
• Record activity in the ticketing system to track progress in the customer portal.
• Suggest DNS and monitoring configurations based on user requirements.
• Communicate with clients professionally via chat, email, or video.
• Maintain knowledgebase with new product information and common issues.
• Meet or exceed department goals for response times and customer satisfaction.

Skills

DNS knowledge

Monitoring tools

Technical support

Customer interfacing

Linux/UNIX basics

Networking basics

Communication skills

Education

Computer Science/IT degree

Tools

Ticketing system

Job description

DigiCert is seeking a Technical Support Analyst to assist enterprise clients using our DNS and traffic monitoring solutions. This role aligns with U.S. Eastern Time hours to support global needs, and includes hands-on installation, configuration, and troubleshooting of DigiCert DNS services.

You will respond to questions via calls, emails, and tickets, document all activity, and strive for high quality, accuracy, and customer satisfaction while leveraging a fast-paced team environment.