Systems and Tools Manager

DigiCert; Cape Town; On-site; ZAR 30 000 - 70 000; Full time

Job summary

Join a forward-thinking company as a Systems and Tools Manager, where you'll optimize systems and workflows for customer support teams. This hands-on role is perfect for someone who thrives at the intersection of technology and user enablement. You'll collaborate with various teams to enhance tools and ensure exceptional service delivery. If you have a passion for troubleshooting and improving systems, this is an exciting opportunity to make a significant impact in a dynamic environment.

Benefits

Provident Fund

Medical Aid + Gap Cover

Employee Assistance Program

Gym Reimbursement

Life Insurance

Disability Insurance

Sabbatical

Qualifications

• 4+ years' experience in technical support or system admin role.
• Strong troubleshooting skills and project management experience.

Responsibilities

• Administer and configure support platforms like Salesforce and Jira.
• Troubleshoot tool-related issues and improve agent productivity.

Skills

Technical Support

Troubleshooting

Project Management

Problem-Solving

Workflow Logic

Automation Rules

API Integrations

Education

Tertiary Qualification

Salesforce Administrator Certification

Jira Administrator Certification

Tools

Salesforce

Jira

Slack

AI Tools

Tableau

Power BI

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 in the market for a technically savvy and support-minded Systems and Tools Manager to join our Customer Service Enablement team. In this role, you will be the go-to expert for managing and optimizing the systems, tools, and workflows that empower our customer support teams to operate efficiently and deliver exceptional service. You'll partner closely with Support, Authentication, IT and Product teams to maintain and enhance tools, ensuring agents have what they need to deliver exceptional support and that our tech stack scales with the team's evolving needs.

DigiCert is the global leader in delivering private and public digital trust solutions. This is a hands-on role ideal for someone who thrives at the intersection of technology and user enablement and enjoys troubleshooting, streamlining, and building better systems.

What you will do

• Administer and configure support platforms (e.g. Salesforce, Jira, Slack integrations, AI tools etc.) and other connected systems
• Troubleshoot tool-related issues and support the day-to-day needs of the support teams, escalating to vendors or internal teams when needed
• Configure workflows, triggers, macros, and automations to improve agent productivity
• Collaborate cross functionally with IT, Product, Engineering and Support teams to scope and implement new tools or system improvements
• Evaluate new tools and features that could benefit the Support teams, assist in pilot programs and rollouts
• Monitor tool performance and support reporting needs by maintaining data integrity and structure, proactively identify opportunities for improvement
• Define, track and interpret key customer service and system performance metrics
• Maintain internal documentation and knowledgebase systems

What you have

• Tertiary qualification + Salesforce Administrator Certification – strongly preferred
• Jira Administrator or relevant certification with hands-on experience administering support platforms, or similar tools
• 4+ years' experience in technical support, IT operations, or system admin role, preferably in a SaaS or customer support environment
• Understanding of workflow logic, automation rules, or API integrations/usage with basic scripting is advantageous
• Strong troubleshooting and problem-solving skills with a passion for improving systems
• Comfortable working cross-functionally and communicating with technical and non-technical stakeholders
• Demonstrated project management experience: Managing several projects concurrently within set timeframes
• Organized, proactive, and user-centered in your approach to tool management with the ability to juggle multiple requests and working independently in a fast-paced environment
• Bonus: Familiarity with SQL, scripting or dashboard/reporting tools (e.g. Tableau, Power BI)

Benefits

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

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