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
We are in the market for a Technical Support Analyst, EMEA to join our Technical Support team in Cape Town. As Technical Support Analyst you will be the primary point of contact for our customers and will partner with our product, engineering and marketing teams to resolve customer issues, drive improvements and set customers up for success. DigiCert’s Technical Support team exhibit high energy, deep technical skills and a drive to get things done.
What you will do
- Deliver world-class customer service to resolve customer concerns and retain customers
- Build successful long-term relationships with external clients to ensure customer loyalty
- Partner with technical support engineers to resolve issues reported by customers
- Engage with internal and external customers via support tickets, email, phone, and chat
- Receive inbound customer emails or calls and place outbound follow up emails or calls during scheduled hours to provide a delightful customer experience at all times
- Achieve productivity related targets including support tickets processed, average response time, average time to close, etc.
- Actively contribute to Web self-help by using Knowledge Centered Support (KCS) principles
- Gather accurate information and document customer issues in our CRM tool
- Remain up to date with all aspects of the SSL certificate products to meet customer needs at all times
What you will have
- 2+ years technical support or IT client interfacing experience
- Computer Science, Information Systems or Information Technology qualification
- Basic understanding of Internet principles, terminology and functionality
- Basic understanding of networking protocols and devices, web servers and VPN
- Understanding of PKI, SSL, Code signing, HTML, DNS, S/MIME, SMTP, and networking protocols (advantageous)
- Familiarity with UNIX script commands, website/web server administration (advantageous)
- Administrative knowledge of Microsoft Windows Servers, Apache (OpenSSL), Linux and other Server administration (advantageous)
- Certifications such as CISSP, MCSE and CCNA (advantageous)
- Adaptable, versatile, customer obsessed, solution-oriented, proactive and passionate about technology
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
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DigiCert Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about DigiCert and has not been reviewed or approved by DigiCert.
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Leave & Time Off Breadth — Vacation/PTO and sick leave are characterized as strong, and some accounts mention a sabbatical program.
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Retirement Support — The package includes a 401(k) with company matching, with recent confirmations of this benefit.
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Flexible Benefits — Hybrid and work-from-home options are referenced consistently, indicating practical flexibility in how and where work is done.
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What We Do
DigiCert is the digital trust provider of choice for leading companies around the globe, enabling individuals, businesses, governments, and consortia to engage online with confidence, knowing their digital footprint is secure.
