Technical Support Engineer, Americas

DigiCert; Cape Town; Hybrid; ZAR 350,000 - 520,000; Full time

Benefits offered by this job

Competitive compensation

Comprehensive benefits package

Generous paid time off

Health and wellness support

Education assistance and LinkedIn学习

Job summary

DigiCert is seeking a detail-oriented Technical Support Engineer to join our team and support the DigiCert One platform for US-based customers. The role emphasizes world-class service, problem solving, and collaboration with Validation and cross-functional teams.

The candidate will work during US hours, handling inquiries via phone and email, using internal tools and knowledge bases to provide timely resolutions and contribute to knowledge base articles.

Qualifications

• 2+ year degree in IT or related technical field or equivalent work experience.
• 2+ years in a technical support role within the tech industry.
• Strong problem-solving skills; PKI knowledge and REST APIs understanding are preferred.
• Experience with Windows OS, macOS, Unix; familiarity with SSO and two-factor authentication.
• Excellent written and verbal communication; organized and self-motivated.

Responsibilities

• Provide support to US-based DigiCert One platform customers via phone and email.
• Maintain professional image in all interactions and ensure high-quality service.
• Collaborate with Validation and cross-functional teams to resolve issues.
• Identify trends in customer inquiries and report them to supervisors.
• Utilize knowledge base and internal tools to resolve problems efficiently.
• Contribute to DigiCert Knowledge Base for future reference.

Skills

PKI knowledge

REST APIs

Windows OS

Active Directory

macOS

Unix/Linux

SSO

Two-factor auth

Problem solving

Communication skills

Time management

Teamwork

Industry certifications (Security+)

Education

2+ year degree in IT or related technical field

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 a passion for and a commitment to providing customers with a world class support experience during the US time shift.

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

What you will do

• Support our US 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

• 2+ year degree in IT, related technical degree, or equivalent work experience.


• 2+ years of experience in a technical support role within the tech industry


• Strong problem-solving skills.


• Knowledge of PKI certificates.


• Working knowledge of Rest API’s.


• Experience working with Windows OS, Active Directory, MAC OS and Unix.


• Experience configuring SSO and two-factor authentication.


• 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


• Business travel insurance and global employee support programs