Technical Support Engineer – Springfield, OR

Job Summary:
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.

Company:
DigiCert, Inc.
Springfield, Oregon

Contact:
To apply for this position on LinkedIn, click here.

If you have any questions or need help applying, please email Life@digicert.com.

Position:
Technical Support Engineer

Description:
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.

Responsibilities:

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

Qualifications:

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

About DigiCert:
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.

Competitive compensation

Generous medical, dental, life, vision, and disability benefits

401(k) plan with employer match

Flexible spending plan

Educational assistance

Fully stocked break room

Quarterly activities

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.