Technical Support Analyst

Who we are

We’re a leading, global security authority that’s disrupting our own category. Our encryption is trusted by the major e‑commerce brands, the world’s largest companies, major cloud providers, entire financial systems, entire internets of things and even small embedded devices such as surgically implanted pacemakers. We help companies turn the abstract idea of trust into tangible, world‑class solutions. That’s digital trust for the real world.

The ideal candidate will have a passion for providing customers with a world‑class experience. This person will act as the primary point of contact for our customers and will work with Digi Cert’s product, engineering and marketing teams to share customer feedback to drive improvements.

A Technical Support Analyst will be immersed in Digi Cert’s fast‑paced environment and will be expected to proactively contribute suggestions about how to make our customers and Digi Cert successful.

Digi Cert’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 Digi Cert’s Security Services products.

• Deliver excellent customer service in order to resolve customer concerns and retain customers.
• Respond to incoming customer inquiries about Digicert products.
• Provide superior customer service and build successful long‑term relationships with external clients to ensure customer loyalty.
• Work with technical support engineers to resolve issues reported by customers.
• Communicate via support tickets, email, phone, and chat.
• Receive inbound customer emails/calls and place outbound follow‑up emails/calls during scheduled hours, providing an excellent 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 using Knowledge Centered Support (KCS) principles.
• Gather information accurately and document customer issues through the CRM tool.
• Remain fully aware of all aspects of the SSL certificate products to seize every opportunity to meet customer needs.
• Arrive to work on time, maintain accurate timesheet records, and avoid unauthorized absences.
• Achieve and maintain high levels of customer satisfaction.

• Preferred BS in Computer Science, related technical degree, or equivalent work experience.
• Understanding of PKI, SSL, Code Signing, HTML, DNS, S/MIME, SMTP, and networking protocols is a plus.
• Basic understanding of Internet principles, terminology, and functionality.
• Familiarity with UNIX script commands, website/web server administration is a strong plus.
• Certifications are a plus (e.g., CISSP, MCSE, CCNA).
• 2+ years technical support or IT experience interfacing with external clients.
• Administrative knowledge of Microsoft Windows Servers and Apache (OpenSSL). Linux and other server administration knowledge is a plus.
• Basic understanding of networking protocols and devices, web servers, and VPN.
• Display Digi Cert Values (Innovation, Action, Customer‑driven, and Trust) in actions and work.
• Possess a positive attitude and outlook.
• Demonstrate mastery of customer service skills.
• Customer‑facing experience (directly dealing with customers).
• Strong problem‑solving and analytical skills.
• Ability to multi‑task.
• Quickly adapt to new technology and terminology.
• Work independently as well as in a team environment.
• Be proactive, self‑directed, detailed, and organized to lead any situation.

• Generous time‑off policies
• Top‑shelf benefits
• Education, wellness, and lifestyle support