JOB DESCRIPTION:

DigiCert is looking for a detail-oriented, energetic Senior 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 PKI Products. The ideal candidate will have a passion for and a commitment to providing customers with World-Class Support experience.

The Senior Tech 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, Active Directory issues, Rest API, and 3rd Party Applications.

The Senior Technical Support Engineer will also submit defects and enhancements to improve the Product offerings and interact with Developers, other Software Quality, and Corporate Quality personnel. They will perform other Software Quality duties, including assisting with bug verification, manual functional test execution, etc. Additionally, they will mentor Junior technical support personnel on improving troubleshooting skills and product knowledge.

RESPONSIBILITIES:

• Mindset of always being useful and helpful.
• "That’s not my Job" is something never said or thought of.
• 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, Confluence, 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.
• Take Level 2 escalations and validate issues/bugs within own test environment.
• Provide internal training to peers to increase product knowledge.
• Mentor peers.

REQUIRED QUALIFICATIONS:

• 2-year degree in IT, related technical degree, or equivalent work experience.
• Minimum of 3 years of experience in technical support.
• Working knowledge of Azure and other cloud computing SaaS.
• Working knowledge of Rest API and Postman.
• Working knowledge of Kubernetes and Docker.
• Strong problem-solving and troubleshooting skills.
• Working Knowledge of PKI certificates.
• Advanced Windows knowledge and troubleshooting skills.
• Working knowledge of Unix operating system.
• Working knowledge of Java and OpenSSL.
• Strong knowledge of networking topologies.
• 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.

PREFERRED QUALIFICATIONS:

• Bachelor’s degree in IT, Computer Science, or other technical degree.
• Excellent knowledge of Microsoft products and other applicable software or applications.
• Industry-related certificates are a plus (Security +, MSCE…).

DIGICERT BENEFITS 

DigiCert offers a competitive benefits package for all of our full-time employees. If you want to know more about them, please reach out to us at [email protected]

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 person with disabilities, and protected veterans are strongly encouraged to apply.

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