DigiCert’s Technical Support team exhibits high energy, deep technical skills and a drive to get things done. We are looking for an energetic team-player with excellent organization, communication and technical skills to handle customer service inquiries concerning DigiCert’s Security Services products. The ideal candidate will have a passion for DigiCert and a commitment to providing customers with a world-class support experience. A Technical Support Engineer will be immersed in DigiCert’s fast-paced environment and will be expected to proactively contribute suggestions about how to make our customers and DigiCert successful.
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If you have any questions or need help applying, please email Life@digicert.com.
Technical Support Engineer
The Technical Support Engineer is responsible for providing technical support via phone, chat, and email to DigiCert customers and partners. The applicant must have the ability to troubleshoot complex product issues related to installation, upgrades and network related problems. The Technical Support Engineer will be working in a dynamic environment and must have the ability to provide a unique, outstanding customer service experience.
Interact with customers and partners via phone, chat and email
Report proprietary system inconsistencies (bugs)
Answer a broad range of customer inquiries
Receive inbound customer calls and place outbound follow up emails/calls during scheduled hours, providing an excellent customer experience at all times Provide world-class, industry-leading customer service and support to all customers
Research through Knowledge Base articles and other means to resolve customer and product issues
Collaborate with cross-functional departments to resolve issues and provide solutions
Achieve productivity related targets including support tickets processed, average response time, average time to close, etc.
Participation in on-call rotation
Contribute to DigiCert’s Knowledgebase articles
Minimum of a BS in Computer Science, related technical degree, or equivalent work experience
Knowledge of HTML/XML/CGI and Web development
Knowledge of web API’s a plus
Basic understanding of Internet principles, terminology and functionality, TCP/IP
Knowledge of Windows Active Directory
Knowledge of RDBMS/SQL and Oracle
Familiarity with UNIX script commands, website/web server administration a strong plus
Customer-facing experience (you have dealt with customers directly, and you are a “people-person” who knows how to talk to clients)
Ability to think on your feet – good problem-solving skills
Certifications are a plus (i.e. Security +, CISSP, MCSE, CCNA)
0 – 2 years technical support or IT experience interfacing with external clients
Knowledge of Web Servers, VPN, Network protocols and hardware/software integration
Basic understanding of networking protocols and devices, Web servers and VPN
Must display Values (Innovation, Action, Customer driven, Trust) in actions and work
Possess a positive attitude and outlook
Customer-focused and can demonstrate mastery of customer service skills
Strong problem solving and analytical skills
Ability to multi-task
Quickly adapt to new technology and terminology
Ability to work individually as well as in a team environment
Be proactive, self-directed, detailed and organized in order to take lead of any situation
Excellent English written and oral communication, additional language(s) a plus
Technical writing skills a plus
Shifts and Availability:
Full time M-F and weekend rotation
As one of the fastest growing companies in Utah, DigiCert provides a fun, casual, and flexible environment. We built our reputation on excellent customer support, and we know that the better we take care of you the better you will take care of our customers. Because of this we offer some amazing benefits, including a fully stocked break room and quarterly activities.
Generous medical, dental, life, vision, and disability benefits
401(k) plan with employer match
Flexible spending plan
Fully stocked break room
DigiCert is an Equal Opportunity employer and is committed to diversity in its workforce. In compliance with applicable federal and state laws, DigiCert prohibits discrimination on the basis of race or ethnicity, religion, color, national origin, sex, age, sexual orientation, gender identity/expression, veteran’s status, status as a qualified person with a disability, or genetic information. Individuals from historically underrepresented groups, such as minorities, women, qualified persons with disabilities, and protected veterans are strongly encouraged to apply.