Senior Technical Support Engineer

Job summary

DigiCert is looking for a detail-oriented, energetic Senior Technical Support Engineer to join our team. The Senior Technical Support Engineer will be responsible for ensuring the quality of our internal and customer-facing Security products for the DigiCert software. The ideal candidate will have a passion for and a commitment to providing customers with world a class support experience. 

The Senior Technical 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 and Active Directory issues.

The Senior Technical Support Engineer will also submit defects and enhancements to improve the Product offerings and interact with Developers and other Software Quality and Corporate Quality personnel. They will perform other Software Quality duties, including assisting with bug verification, manual functional test execution, etc. 

What you will do

• 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, labs and other means to resolve customer issues
• Master internal tools used for timely problem resolution
• Contribute to DigiCert Knowledge Base
• Participate in a on call rotation
• Take Level 2 escalations and Validate issues/bugs within own test environment
• Provide internal trainings to peers to increase product knowledge
• Mentor peers

What you will have

• 2 year degree in IT, related technical degree, or equivalent work experience
• 4 years minimum of experience in technical support
• Working knowledge of Kubernetes and Docker
• Working knowledge of Rest API
• Strong problem solving and troubleshooting skills
• Working knowledge of PKI certificates
• 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
• Excellent knowledge of Microsoft products and other applicable software or applications
• Industry-related certificates are a plus (Security +, MSCE), Unix Certifications

Benefits

• Provident Fund
• Medical Aid + Gap Cover
• Employee Assistance Program
• Gym Reimbursement
• Life Insurance
• Disability Insurance
• Sabbatical

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