Software Escalation Engineer

DigiCert; Cape Town; On-site; ZAR 300,000 - 400,000; Full time

Job summary

A global security authority is seeking a Software Escalation Engineer in Cape Town to manage and resolve customer technical escalations. The ideal candidate will have a BSCS degree and 3+ years of technical support experience. Responsibilities include working closely with various technical departments and ensuring the usability and supportability of new products. Competitive benefits include medical aid and gym reimbursement.

Benefits

Provident Fund

Medical Aid + Gap Cover

Employee Assistance Program

Gym Reimbursement

Life Insurance

Disability Insurance

Sabbatical

Qualifications

• 3+ years technical support and/or development experience.
• Experience with applications on Unix, Linux, and Windows platforms.
• Knowledge of RDBMS/SQL and Oracle.

Responsibilities

• Resolving escalated customer technical issues.
• Working with Engineering on new product quality assurance.
• Installation and operations of new releases.

Skills

Problem-solving skills

Technical communication

Unix/Linux support

Windows support

HTML/XML/API knowledge

SQL/Oracle knowledge

Network protocols

Education

BSCS degree or equivalent

Job description

Who we are

We're a leading, global security authority that's disrupting our own category. Our encryption is trusted by the major ecommerce brands, the world's largest companies, the major cloud providers, entire country financial systems, entire internets of things and even down to the little things like surgically embedded pacemakers. We help companies put trust - an abstract idea - to work. That's digital trust for the real world.

Job summary

DigiCert is looking for a Software Escalation Engineer to join our team. As Software Escalation Engineer you will be responsible for managing and resolving customers’ as well as internal escalations from DigiCert’s technical support organizations.

This position is the key liaison between DigiCert’s Support, Validation, Engineering, Operations, PKI Ops, PM, and Sales/SE departments to resolve those technical escalations. The ideal candidate must therefore have excellent problem-solving skills, a strong technical background, as well as excellent written and verbal communication skills.

What you will do

• Resolving escalated customer technical issues
• working with Engineering on quality assurance, usability and supportability of new products
• Installation, implementation, documentation review and operations of new releases of products
• Answering technical questions and providing assistance with problem diagnosis and resolution.

What you will have

• BSCS degree (or equivalent) with 3+ years technical support and/or development experience
• Experience in developing and supporting applications on Unix, Linux and Windows platforms
• Knowledge of Windows Active Directory
• Knowledge of HTML/XML/API/Linux/Shells and Web development
• Knowledge of RDBMS/SQL and Oracle
• Knowledge of Network protocols and hardware/software integration
• Excellent problem solving/analytical skills
• Excellent written, oral communications and technical presentation skills
• Ability to work well both independently and as a team member
• PKI experience a plus
• Candidate must successfully pass Background Check to achieve and maintain trusted employee status

Benefits

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