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 in the market for a technically savvy and support-minded Technical Systems and Tools Manager to join our Customer Service Enablement team based in Cape Town.

This role is ideal for an IT or Technical Systems Administrator with people management skills & experience as we will be looking to scale the Technical Systems & Tools team. Let’s connect if you are hands-on, enjoy people management, thrives at the intersection of technology and user enablement, and enjoy building better systems.

In this role, you will be the go-to expert for managing and optimizing the systems, tools, and workflows that empower our customer support teams to operate efficiently and deliver exceptional service. You'll partner closely with Support, Authentication, IT and Product teams to maintain and enhance tools, ensuring agents have what they need to deliver exceptional support and that our tech stack scales with the team's evolving needs.

DigiCert is the global leader in delivering private and public digital trust solutions.

What you will do

Administer and configure support platforms (e.g. Salesforce, Jira, Slack integrations, AI tools etc.) and other connected systems
Troubleshoot tool-related issues and support the day-to-day needs of the support teams, escalating to vendors or internal teams when needed
Configure workflows, triggers, macros, and automations to improve agent productivity
Collaborate cross functionally with IT, Product, Engineering and Support teams to scope and implement new tools or system improvements
Evaluate new tools and features that could benefit the Support teams, assist in pilot programs and rollouts
Monitor tool performance and support reporting needs by maintaining data integrity and structure, proactively identify opportunities for improvement
Define, track and interpret key customer service and system performance metrics
Maintain internal documentation and knowledgebase systems
Build our Technical Systems & Tools team in the future

What you have

Willingness to work from 14h00 – 23h00 SAST to support our US territory (essential business requirement)
4+ years' experience in a System Administrator or IT Operations or Technical Support role as a player-coach in a SaaS or customer support environment (strongly preferred)
Tertiary qualification + Salesforce Administrator Certification (strongly preferred)
Jira Administrator or relevant certification with hands-on experience administering support platforms, or similar tools (strongly preferred)
Understanding of workflow logic, automation rules, or API integrations/usage with basic scripting is advantageous
Strong troubleshooting and problem-solving skills with a passion for improving systems
Comfortable working cross-functionally and communicating with technical and non-technical stakeholders
Demonstrated project management experience: Managing several projects concurrently within set timeframes
Organized, proactive, and user-centered in your approach to tool management with the ability to juggle multiple requests and working independently in a fast-paced environment
Bonus: Familiarity with SQL, scripting or dashboard/reporting tools (e.g. Tableau, Power BI)