Job Description
Not specified Full time Not specified Customer Support
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Job Description
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Who we are
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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
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Job summary
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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.
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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.
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What you will do
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Deliver exceptional customer service by resolving technical issues and ensuring a positive customer experience.
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Troubleshoot customer issues related to DigiCert products using systematic diagnostic techniques and available tools.
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Own customer cases from initial contact through resolution, providing timely updates throughout the support lifecycle.
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Escalate complex issues to Technical Support Engineers while providing troubleshooting details, relevant logs, and diagnostic data.
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Collaborate with Engineering, Product Management, Customer Success, Sales, and other internal teams to resolve customer issues and improve products.
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Communicate with customers via support cases, phone, and chat.
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Meet established service level agreements (SLAs) and key performance indicators (KPIs), including response time, resolution time, ticket quality, and customer satisfaction.
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Contribute to the Knowledge Base by following Knowledge-Centered Service (KCS) principles and documenting new solutions.
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Accurately document customer interactions, troubleshooting steps, and resolutions in our CRM system.
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Stay current with Stay current with DigiCert products, cybersecurity trends, and evolving Internet security technologies.
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Participate in technical training, knowledge-sharing initiatives, and continuous learning opportunities.
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What you will have
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1+ years of experience in Technical Support, Help Desk, IT Operations, or another customer-facing technical role.
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Degree in Computer Science, Information Technology, Information Systems, or equivalent practical experience.
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Strong customer service and communication skills.
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Excellent analytical and troubleshooting abilities.
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Strong attention to detail.
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Ability to manage multiple priorities.
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Ability to explain technical concepts to technical and non-technical audiences.
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Passion for learning new technologies.
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Experience or knowledge in any of the following would be considered an advantage:n
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Public Key Infrastructure (PKI).
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CI/CD concepts.
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