Job Description

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.

n

Job summary

n

We are looking for a Technical Support Analyst to join our Technical Support team in Melbourne, Australia. As a Technical Support Analyst, you will be the first point of contact for customers, helping them resolve technical issues while delivering an exceptional customer experience. You will troubleshoot a wide range of PKI, TLS/SSL, certificate lifecycle, and digital trust solutions, working closely with Technical Support Engineers, Product Management, Engineering, Customer Success, and other cross-functional teams to drive successful customer outcomes.

n

This role provides an excellent opportunity to develop expertise in Internet security technologies, Public Key Infrastructure (PKI), certificate management, and DigiCert products while building a rewarding career in cybersecurity. Our Technical Support team is passionate about technology, collaborative by nature, and committed to delivering outstanding customer experiences.

n

What you will do

n

n
- Deliver exceptional customer service by resolving technical issues and ensuring a positive customer experience.
n
- Troubleshoot customer issues related to DigiCert products using systematic diagnostic techniques and available tools.
n
- Own customer cases from initial contact through resolution, providing timely updates throughout the support lifecycle.
n
- Escalate complex issues to Technical Support Engineers while providing troubleshooting details, relevant logs, and diagnostic data.
n




- Collaborate with Engineering, Product Management, Customer Success, Sales, and other internal teams to resolve customer issues and improve products.
n
- Communicate with customers via support cases, phone, and chat.
n
- Meet established service level agreements (SLAs) and key performance indicators (KPIs), including response time, resolution time, ticket quality, and customer satisfaction.
n
- Contribute to the Knowledge Base by following Knowledge-Centered Service (KCS) principles and documenting new solutions.
n
- Accurately document customer interactions, troubleshooting steps, and resolutions in our CRM system.
n
- Stay current with Stay current with DigiCert products, cybersecurity trends, and evolving Internet security technologies.
n
- Participate in technical training, knowledge-sharing initiatives, and continuous learning opportunities.
n

n

What you will have

n

n
- 1+ years of experience in Technical Support, Help Desk, IT Operations, or another customer-facing technical role.
n
- Degree in Computer Science, Information Technology, Information Systems, or equivalent practical experience.
n
- Strong customer service and communication skills.
n
- Excellent analytical and troubleshooting abilities.
n
- Strong attention to detail.
n
- Ability to manage multiple priorities.
n
- Ability to explain technical concepts to technical and non-technical audiences.
n
- Passion for learning current technologies.
n

n

Nice to have

n

n
- Experience or knowledge in any of the following would be considered an advantage:n n
- Public Key Infrastructure (PKI).
n
- Certificate lifecycle management.
n
- DNS administration.
n
- Web server configuration.
n
- Cloud Platforms.
n
- CI/CD concepts.
n

n
- Generous time off policies
n
- Education, wellness and lifestyle support
n

n

To protect candidate information and maintain a secure hiring process, all applications must be submitted through our careers portal. Resumes or CVs sent directly via email will not be reviewed or considered.

#J-18808-Ljbffr

📌 Technical Support Analyst New AU, Melbourne (Victoria)
🏢 Digi Cert
📍 Victoria