Technical Support Engineer, EMEA at DigiCert, Inc.

Position Summary

We are in the market for a Technical Support Engineer, EMEA to join our Technical Support team in Cape Town.

As Technical Support Engineer you will be responsible for ensuring the quality of our internal and customer-facing Security products for DigiCert's software solutions. The ideal candidate will have a passion for and a commitment to provide customers with world a class techncial support experience.

DigiCert’s Technical Support team exhibit high energy, deep technical skills and a drive to get things done.

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
• Provide support via phone and email to DigiCert customers and partners.
• Troubleshoot complex product issues related to installations, upgrades, network and Active Directory issues.
• Submit defects and enhancements to improve the Product offerings
• Interact with Developers and other Software Quality and Corporate Quality team members.
• Perform other Software Quality duties, including assisting with bug verification, manual functional test execution, etc.

What You Have

• 3+ 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
• Knowledge of Windows Active Directory, Windows Server 2012 and above and Unix Operating System
• Basic understanding of VPN, TCPIP, and other internet technologies
• Understanding of PKI, SSL, Code signing, HTML, DNS, S/MIME, SMTP, and networking protocols (advantageous)
• Working knowledge of Java and OpenSSL (advantageous)
• Familiarity with UNIX script commands, website/webserver 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
• Detailed-oriented with excellent organization skills
• Team oriented and ability to work with people from diverse backgrounds
• Strong oral, written, interpersonal communication and problem-solving skills

WHAT's IN IT FOR YOU

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