Technical Support Engineer

DigiCert; Cape Town; On-site; ZAR 400,000 - 560,000; Full time

Benefits offered by this job

Competitive compensation and benefits

Generous paid time off

Health and wellness coverage

Education and development assistance

LinkedIn Learning access

Employee referral bonus

Travel insurance and global support

Job summary

DigiCert is looking for a detail-oriented, energetic Technical Support Engineer to join our team. The role focuses on ensuring the quality of our internal and customer-facing Security products for the DigiCert One platform.

The Technical Support Engineer will provide support via phone and email to DigiCert EMEA-based customers, enabling effective issue resolution and a world-class support experience.

Qualifications

• Bachelor's degree in IT/CS or equivalent experience.
• 2+ years of tech support experience.
• Strong problem-solving skills.
• Knowledge of PKI certificates.
• Experience with REST APIs.
• Strong communication skills.
• Detail-oriented with strong organization.
• Self-motivated and able to work with diverse teams.

Responsibilities

• Support DigiCert One platform customers via phone and email within support cases.
• Project a professional company image through phone and email interactions.
• Collaborate with Validation teams to process Lawyer Card requests.
• Work with cross-functional teams to resolve issues and provide solutions.
• Identify trends in customer calls and alert supervisors.
• Research knowledge base articles and labs to resolve issues.
• Master internal tools for timely problem resolution.
• Contribute to DigiCert Knowledge Base.

Skills

Problem-solving

Communication skills

Teamwork

Time management

Customer service

Self-motivation

PKI knowledge

Education

Bachelor's degree in IT/CS or related field

Tools

REST APIs

Job description

Who we are

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 at www.digicert.com

Job summary

DigiCert is looking for a detail-oriented, energetic Technical Support Engineer to join our team. The Technical Support Engineer will be responsible for ensuring the quality of our internal and customer-facing Security products for the DigiCert software. The ideal candidate will have passion and commitment to provide customers with a world-class support experience.

The Technical Support Engineer will be responsible for providing support via phone and email to DigiCert EMEA-based customers to support the DigiCert One platform.

What you will do

• Support our Customers on the DigiCert One platform for all certificate lifecycle products via phone and email within support cases
• Project a professional company image through phone and email interactions.
• Work with our Validation teams to process Lawyer Card request
• Collaborate with Cross-functional teams to resolve issues and provide solutions
• Recognize, document and alert supervisors of trends in customer calls
• Research through Knowledge Base articles, labs and other means to resolve customer issues
• Master internal tools used for timely problem resolution
• Contribute to DigiCert Knowledge Base

What you will have

• Bachelor's degree in Information Technology, Computer Science, or a related technical field, or equivalent professional experience
• 2+ years of experience in technical support within the tech industry
• Strong problem-solving skills
• Knowledge of PKI certificates
• Working knowledge of Rest API’s
• Comfortable working on a computer daily and conversing over the phone and through email.
• Strong oral, written and interpersonal communication skills
• Detailed-oriented with excellent organization skills
• Self-motivated, manage your time well, and get things done.
• Team-oriented and ability to work with people from diverse backgrounds
• Industry-related certificates are a plus (Security+, MSCE)

Nice to have

• Excellent knowledge of Microsoft products and other applicable software or applications

Benefits

• Competitive compensation and comprehensive benefits package
• Generous paid time off, including holidays and additional leave 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
• Education assistance and professional development opportunities
• Access to LinkedIn Learning and continuous learning resources
• Employee referral bonus program and additional company perks and discounts
• Internal rewards and recognition platform (Motivosity) to celebrate and acknowledge project wins, milestone achievements, and the outstanding contributions of our colleagues
• Business travel insurance and global employee support programs