Technical Support Analyst (AMS)

DigiCert; Cape Town; On-site; ZAR 320,000 - 460,000; Full time

Benefits offered by this job

Generous paid time off

Health and wellness support

Education assistance

LinkedIn Learning access

Employee referral bonus

Job summary

DigiCert is seeking a Technical Support Analyst to assist enterprise clients using our DNS and traffic monitoring solutions. You will support DigiCert DNS Made Easy and Constellix, aligning with U.S. Eastern Time hours to meet global business needs.

Responsibilities include troubleshooting configurations, handling tickets, and providing high-quality customer support through calls, emails, and chats. We value proactive problem solving and a customer-focused mindset.

Qualifications

• 1+ years Technical Support or IT client interfacing experience.
• Computer Science, Information Systems or Information Technology qualification.
• Proficiency in English (essential).
• Experience with CDN, monitoring solutions, web hosting services, or network services (advantageous).
• Experience with enterprise customers and ability to diffuse complex challenges.
• Ability to gather customer requirements and translate into solutions.
• Strong written and verbal communication skills.

Responsibilities

• Answer questions and troubleshoot DNS and monitoring configurations.
• Review configurations of DigiCert DNS and monitoring.
• Provide technical support via phone, email, and ticketing system.
• Document all activity according to quality standards.
• Record activity in ticketing system and maintain SLA.
• Propose configurations based on user requirements and escalate when needed.
• Communicate with clients via video conferencing as necessary.
• Advise customers on additional features to improve digital experiences.
• Self-manage workload to ensure timely responses to concerns.

Skills

Technical support

DNS knowledge

English proficiency

Linux/UNIX familiarity

Customer service

Problem solving

Education

Computer Science/Information Technology degree

Tools

Ticketing system

Video conferencing tools

Job description

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 atwww.digicert.com

Job summary

As Technical Support Analyst supporting our enterprise clients that utilize the DigiCert DNS and traffic monitoring solutions. DigiCert owns and operates the brands of DNS Made Easy and Constellix which are known as the industry leaders in the DNS and monitoring industry. Working hours are aligned with U.S. Eastern Time to support global business needs.

What you will do

• 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 by answering telephone calls, replying to emails, and utilize ticketing system in line with departmental measures, with a focus on high quality, accuracy, and customer satisfaction.
• Document and record all activity and communication with customers according to departmental standards of quality.
• Record all activity in the department’s ticketing system, updating cases within SLA guidelines so progress can be tracked with each customer’s incident, viewed via the customer portal.
• Answer questions and propose DNS and monitoring configurations based on user requirements.
• Respond to client’s tickets, chats, and phone calls in a professional matter.
• Communicate with clients over video zoom or other video conferencing technologies as necessary.
• Understand how our customers are utilizing DigiCert’s DNS and traffic management solutions and recommend additional features that can be leveraged to increase their digital experience.
• Self-manage workload to ensure timely response to client concerns.
• Act as an advocate for the customer.
• Meet or exceed service level requirements and departmental goals for ticket Management, Phone and Email response times, and Customer Satisfaction scores.
• Review cases for technical complexity and make recommendations to team members with regards to escalation according to departmental Best Practice.
• Use and create knowledgebase articles based on new product information, support incidents, and/or common or critical issues.
• Adhere to DigiCert Support Services best practices.
• Actively participate in team and departmental meetings by providing feedback on current day to day activity and recommendations for improvement.
• Perform hands-on installation, configuration, and troubleshooting of DigiCert DNS services.

What you will have

• 1+ years Technical Support or IT client interfacing experience.
• Computer Science, Information Systems or Information Technology qualification.
• Proficiency in English (essential).
• Previous experience with CDN, monitoring solutions, web hosting services, or network services (strongly preferred).
• Experience working with enterprise customers, with the ability to diffuse complex customer challenges.
• Ability to gather customer requirements and challenges.
• Ability to analyze complex situations and work cross-functionally towards a solution.
• Excellent written and verbal communications skills.
• Basic understanding of DNS.
• Strong troubleshooting and critical thinking skills, strong attention to detail, some experience with Linux and UNIX OS systems, and some basic working knowledge of networking.
• Demonstrates the ability to work well in a fast-paced, challenging environment as part of a dynamic team of professionals and can communicate effectively in group settings as well as to senior management.
• Previous experience with Sales Engineering, Customer Service, or other customer-facing roles (advantageous).
• Previous experience with project management / PMP, CAPM, or other Project Management certification (advantageous).
• Adaptable, versatile, customer obsessed, solution-oriented, proactive and passionate about technology (advantageous).
• Ability to translate technical network anomalies into plain language for clients.
• Efficiency in managing multiple chat windows or support tickets simultaneously.
• Ability to assist non-technical users with empathy during frustrating service outages.
• Competitive compensation and comprehensive benefits package
• Generous paid time off, including holidays andadditionalleave 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
• Educationassistanceand professional development opportunities
• Access to LinkedIn Learning and continuous learning resources
• Employee referral bonus program andadditionalcompanyperksand discounts
• Business travel insurance and global employee support programs