Technical Support Analyst (German Speaker)

DigiCert; Cape Town; Hybrid; ZAR 180,000 - 240,000; Full time

Benefits offered by this job

Generous paid time off

Comprehensive benefits package

Health and wellness support

Pension and life insurance

Job summary

DigiCert in Cape Town is seeking a Technical Support Analyst who speaks German to join the team hybrid in Cape Town. You will be the primary contact for customers and collaborate with product, engineering and marketing to resolve issues and drive improvements.

The role requires German language proficiency, IT support experience, and a solid foundation in networking, PKI/SSL and web server concepts. It offers a growth-focused environment with comprehensive benefits and a hybrid work model.

Qualifications

• German proficiency is essential.
• At least 1+ years in technical support or IT client interfacing.
• Qualification in Computer Science, Information Systems or Information Technology.
• Knowledge of PKI, SSL, DNS and networking protocols (advantageous).
• Familiarity with UNIX command line and web server administration (advantageous).
• Experience with Windows Server, Apache/OpenSSL, Linux administration (advantageous).

Responsibilities

• Deliver world-class customer service to resolve customer concerns and retain customers.
• Build successful long-term relationships with external clients to ensure customer loyalty.
• Partner with technical support engineers to resolve issues reported by customers.
• Engage with internal and external customers via support tickets, email, phone, and chat.
• Receive inbound customer emails or calls and place outbound follow up emails or calls during scheduled hours to provide a delightful customer experience at all times.
• Achieve productivity related targets including support tickets processed, average response time, average time to close, etc.
• Actively contribute to Web self-help by using Knowledge Centred Support (KCS) principles.
• Gather accurate information and document customer issues in our CRM tool.
• Remain up to date with all aspects of the SSL certificate products to meet customer needs at all times.

Skills

German language proficiency

Technical support experience

IT degree

Networking basics

PKI/SSL knowledge

Education

Computer Science/Information Technology degree

Tools

UNIX shell

Apache/OpenSSL

Linux server administration

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

We are in the market for a Technical Support Analyst with business proficiency in German Speaker to join our Technical Support team in Cape Town. As Technical Support Analyst you will be the primary point of contact for our customers and will partner with our product, engineering and marketing teams to resolve customer issues, drive improvements and set customers up for success.

DigiCert’s Technical Support team exhibit high energy, deep technical skills and a drive to get things done.

This is a hybrid position in Cape Town.

What you will do

• Deliver world-class customer service to resolve customer concerns and retain customers
• Build successful long-term relationships with external clients to ensure customer loyalty
• Partner with technical support engineers to resolve issues reported by customers
• Engage with internal and external customers via support tickets, email, phone, and chat
• Receive inbound customer emails or calls and place outbound follow up emails or calls during scheduled hours to provide a delightful customer experience at all times
• Achieve productivity related targets including support tickets processed, average response time, average time to close, etc.
• Actively contribute to Web self-help by using Knowledge Centred Support (KCS) principles
• Gather accurate information and document customer issues in our CRM tool
• Remain up to date with all aspects of the SSL certificate products to meet customer needs at all times

What you will have

• Professional working proficiency in German (essential)
• 1+ years technical support or IT client interfacing experience
• Computer Science, Information Systems or Information Technology qualification
• Basic understanding of Internet principles, terminology and functionality
• Basic understanding of networking protocols and devices, web servers and VPN
• Understanding of PKI, SSL, Code signing, HTML, DNS, S/MIME, SMTP, and networking protocols (advantageous)
• Familiarity with UNIX script commands, website/web server administration (advantageous)
• Administrative knowledge of Microsoft Windows Servers, Apache (OpenSSL), Linux and other Server administration (advantageous)
• Certifications such as CISSP, MCSE and CCNA (advantageous)
• Adaptable, versatile, customer obsessed, solution-oriented, proactive and passionate about technology
• 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