Technical Support Engineer

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 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 Technical Support Engineer will be responsible for providing support via phone and email to DigiCert customers and partners. The applicant must have the ability to troubleshoot complex product issues related to installations, upgrades, network and Active Directory issues.

The Technical Support Engineer will also submit defects and enhancements to improve the Product offerings and interact with Developers and other Software Quality and Corporate Quality personnel. They will perform other Software Quality duties, including assisting with bug verification, manual functional test execution, etc. 

What you will do

• Support English speaking customers on DigiCert One Products via Salesforce and phone during US hours


• Project a professional company image through phone, email and screen sharing interactions


• Report proprietary system inconsistencies/bugs


• 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


• Participate in an on call rotation


• Maintain lab environment for testing

What you will have

• Bachelor's degree in Information Technology, Computer Science, or a related technical field, or equivalent professional experience


• 2+ year of experience in technical support


• Strong problem solving skills


• Working knowledge of Postman and API calls (advantageous) 


• Knowledge of PKI certificates (advantageous) 


• Knowledge of Windows Active Directory


• Strong understanding of network topologies and devices 


• Working knowledge of Unix operating system


• Working knowledge of Java, JSON and OpenSSL (advantageous) 


• Basic understanding of VPN, TCPIP and other internet technologies


• 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

• Generous time off policies


• Top shelf benefits


• Education, wellness and lifestyle support

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